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.
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Regards,
Dynamics CCA BI team
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.
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...
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Regards,
Dynamics CCA BI team
Call Intelligence for Customer Service Insights
Hi, Call Intelligence feature available in Dynamics 365 Sales Insight could have a good implementation also from a Customer Service point of view, to help manager in understanding how agents manage incoming calls.
Sincerely,
CS Insights team
Information on the change in agent status
I would like a field or a table to be added that indicates when the agent's status is changed automatically by the system or when it is the agent themselves who changes it manually.
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Regards,
Dynamics CCA BI team
Obtain information on the call out of working hours
I would like a field to be inserted that indicates when a call received in the CRM ismade by the customer during working hours or outside of working hours. Additionally, for those made outside of working hours, I would like to know if the call was made dur...
Thank you for your submission. We will take this idea into review.
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