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.
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.
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
Filter Options on Custom Fields
Hi, I would like to be able to use Custom relationship fields on the Case Entity as a filter and drill down in CSI.
Callers who drop off after leaving a voicemail are counted as abandoned calls in Realtime dashboard.
When a Caller is offered Voicemail and leaves a voicemail they are counted as abandoned and add to the Abandoned Rate in the Omnichannel real-time analytics dashboard. Callers who leave a voicemail are not going to stay on the line they will drop off and wait for a call-back from someone answe...
Thank you for your submission. We will be taking this idea into review and update this thread once we make a decision on adding to our backlog.
Regards,
Dynamics CCA BI team
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.
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Regards,
Dynamics CCA BI team
Omnichannel Customer Service Historical Analytics refresh time
Allow customers to set refresh to a specific time and refresh to occur on the specified time.
Thank you for sharing this idea. We will take it under review.
Administrator
Sincerely,
CS Insights team