Add keywords visualization to Omnichannel Historical analytics
It would be useful to have a visualization that contains the main keywords that emerge during the conversations, where the more frequent keywords are bigger, in order to be identyfiable immediately.
Export Dashboards to PDF
For Dynamic CRM: Instead of only being able to export to .csv files, it would be helpful to be able to export the data from embedded power bi dashboards to pdf as well.
Sincerely,
CS Insights team
Date and Time should display in the users timezone and not UTC
Can you please add a preference to the user settings so chart and table's dates and times as displayed in the user's time zone?
We have released newer version of analytics, including real-time reports Overview of real-time Omnichannel analytics dashboard | Microsoft Learn that let uses select the time zone.
Display out of the box PVA topics in omnichannel historical dashboard
Currently the omnichannel historical dashboard only show details and insights for custom power virtual agent topics only
it helpful to have the out of the box (system topics) also appear.
This will help with customer requirement.
Thank you for your submission. Setting this idea to require additional votes to be considered.
Regards,
Dynamics CCA BI team
View-only access to custom Power BI reports in Microsoft Dynamics 365 Contact Center
In the documentation Customize and view Power BI reports in Dynamics 365 Contact Center, the following instruction is provided:
"Select Access, and provide Contributor access to your report authors and Viewer access to users who view these or any other reports built in this Microsoft Fab...
Conversation Skill table should be available in Omnichannel Historical dataset
The Omnichannel Historical dataset currently does not include the Conversation skill, which is only present in OC real-time analytics.
Customers expect the Conversation Skill table to be part of the Omnichannel Historical dataset.
Integration between VOC and AI for Customer Service
Hi, I would really much like an automatic integration between VOC and AI for Customer service. This means that my VoC surveys end up writing the CSAT score back to the Case entity automatically.
Voice of the customer will be deprecated by October 2020. Forms Pro will become the replacement offering for surveying. You should be able to use Flow to trigger Forms Pro surveys to your users for gathering information.
Rename specific labels in Queue dashboard of Omnichannel historical analytics to avoid misleading
Currently, in the Queue dashboard, it is showing data for "Incoming sessions". However, Queue dashboard includes both incoming and outgoing conversations, so the "Incoming sessions" label is misleading.
It would be helpful if the label is renamed so that users can understand m...
Voice conversation ON-HOLD status and duration in Omnichannel Real Time Analytics reports
Within the Dynamics Omnichannel real-time analytics report, we would like to see voice conversation status that have been placed “ON HOLD” and also show the duration for the on-hold. This is for real-time reporting.
This limitation prevents us from promptly identifying and add...
Provide an out-of-the-box report to analyze conversation end-to-end
Since we moved to DCCP, supervisors and team leads struggle to answer the question "what happened with this call".
This is a normal scenario when a customer complains he called and nobody answer, or that he waited unusual time.
In our previous contact center, there was a...
Thank you for your submission. Setting this idea to require additional votes to be considered.
Regards,
Dynamics CCA BI team
Administrator
Thank you for your submission. Setting this idea to require additional votes to be considered.
Regards,
Dynamics CCA BI team