3

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...

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Under Review
Ideas Administrator

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

3

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.

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2 Comments

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Completed
2

Make case forecasting report customisable

Case forecasting report doesn't display the correct data and is not clear what data model it is based on to review and amend.


Allowing customisation to the power BI report so makers can control the way the report works and what it is based on (eg custom entities included) will...

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
New
2

Omni channel historical and real-time reports: support date format in UK

It seems that currently the BI dashboard is fetching the locale format based on languages. However, this could cause UK customers to see the same format as the US customers, which cause confusions.


We should support the date format in the UK.

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your submission. Setting this idea to require additional votes to be considered. 

Regards,
Dynamics CCA BI team

2

Show duration for current agent status in Real-Time Omnichannel Report

Add a measure to Omnichannel Realtime report should allow show calculated “duration” for current status based on "Status Since" and current time in Agent report. This allows supervisors to monitor offline activity times for agents 9e.g. when on Lunch, break etc.)


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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for sharing this idea. We will take this feedback under consideration. 

2

Omnichannel Customer Service Historical Analytics refresh time

Allow customers to set refresh to a specific time and refresh to occur on the specified time.

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for sharing this idea. We will take it under review.  

2

Manual refresh for Customer Service Insights

The CS Insights dashboard embedded in the core Dynamics applications refreshes every 24 hours. We would like the functionality to be able to manually kick off a refresh of the data.

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0 Comments

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for sharing this idea. We will take it under review.   

Regards,
Dynamics CCA BI team

2

Default Filter Options

Default Filter Options should be configurable and include Product Business Unit Assigned Team

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Completed
Ideas Administrator

A newly release feauture will help you address a part of this. Please reveiw this feature Manage bookmarks for reports | Microsoft Learn 

2

Extend time period of cases collected for a workspace

Currently CSI workspaces imports cases created in the last 60 days for AI and BI analysis. Consider extending the time period of imported cases to enable richer scenarios of MoM / YoY / customizable comparison scenarios.

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Declined
Ideas Administrator
Thanks for the suggestion! A feature to extend the time period is under consideration, please vote to increase the priority.

Sincerely,  
 
CS Insights team 
2

Customer want to change design about dashboard displayed using UCI

Now,the dashboard set in “Set as Default” is displayed by default. Customer want to change this design. They hope that Regardless of the setting of “Set as Default”, customers can display the dashboard defined in the sitemap by default.

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Category: Customer Service Insights – BI Analytics (45)

STATUS DETAILS
Needs Votes
Ideas Administrator
Thanks for the suggestion! Please provide more insights into this  

Regards,
Dynamics CCA BI team