Running a digital contact center is no cakewalk with supervisors expected to gather real-time insights on agent-customer activities. Thankfully, out-of-the-box enhancements to Microsoft Dynamics 365 Customer Service make it easier than ever to identify and customize the historical analytics you require to identify key improvement areas.
The recently introduced enhancements to Microsoft Dynamics 365 Customer Service include bookmarks for frequently used reports, unified reporting across Power Virtual Agents and Omnichannel, data model customization (preview), and contact center operations monitoring in near real-time (preview). All of them help supervisors easily and quickly find out how customers are navigating the support funnel.
This, in turn, helps in taking better, informed, and quicker decisions and corrective steps to ensure customer satisfaction is increased at every step of the customer journey while reducing costs. Dynamics 365 Customer Service also makes it easier to monitor escalations from bots to human agents so case volumes can be efficiently handled. On the other hand, the Omnichannel Summary dashboard offers integrated analytics where you can view critical metrics across Power Virtual Agents and agent conversations across channels. It also makes it possible to quickly drill down into specific bot pages and view topic-specific metrics.
Microsoft Dynamics 365 Customer Service also helps you monitor the volume of customer interactions, wait time, and other key metrics across multiple channels. If this is not all, it also allows you to add new custom metrics, custom entities from Dataverse or any other data source, or integrate with an external data set. You can even easily customize fields including attributes and measurements, and visualizations like page background, filters, and page size.
Want to leverage out-of-the-box analytics available natively in Dynamics 365 Customer Service? Call or email us at C.I.G Consultants now.