Allowing users to pull data from Customer Service historical analytics
The data used for the Customer Service historical analytics reports are stored in a Microsoft-managed data lake. Some customers have expressed a desire to pull this data from the reports into their own databases, such ...
We don't have metrics for service level insights yet in our OOB Historical reports. It is only available in Realtime analytics as of today.
We don't have metrics for service level insights yet in our OOB Historical reports. It is only available in Realtime analytics as of today.
The original requirements for Historical did not have this metric included so this is a new ask.
What we try to ful...
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...
Dynamics for individuals users to provide to business enterprise introducing the package of dynamics 365 and use for 14 days free with editing my previous work have been done
Customer service insights BI analytics
95% of customers are more likely to shop with brand who recognize … remember, and provide relevant offers and commendations
customers needs changing… they’re every increasing ,they’re every growing in terms of...
[𝓖𝓮𝓽-𝓐𝓵𝓮𝓻𝓽]𝓗𝓸𝔀 𝓭𝓸 𝓘 𝓪𝓼𝓴 𝓪 𝓺𝓾𝓮𝓼𝓽𝓲𝓸𝓷 𝓪𝓽 𝓔𝔁𝓹𝓮𝓭𝓲𝓪?
𝚃𝚘 𝚊𝚜𝚔 𝚊 𝚚𝚞𝚎𝚜𝚝𝚒𝚘𝚗 𝚊𝚝 𝔼𝚡𝚙𝚎𝚍𝚒𝚊 𝙰𝚒𝚛𝚕𝚒𝚗𝚎𝚜, 𝚌𝚊𝚕𝚕 𝚝𝚑𝚎𝚒𝚛 𝚌𝚞𝚜𝚝𝚘𝚖𝚎𝚛 𝚜𝚎𝚛𝚟𝚒𝚌𝚎 𝚊𝚝 +𝟣-𝟪𝟢𝟤||𝟧𝟧𝟣||-𝟪𝟣𝟨𝟢. 𝙿𝚕𝚊𝚗 𝚢𝚘𝚞𝚛 𝚏𝚕𝚒𝚐𝚑𝚝 𝚋𝚢 𝚌𝚊𝚕𝚕𝚒𝚗𝚐+𝟏-(𝟖𝟎𝟐)-𝟓𝟓𝟏-𝟖𝟏.𝟔𝟎. (𝟷=𝟾𝟶𝟶-𝙴𝙰. 𝙰𝙸𝚁).
𝒯𝑜 𝓈𝓅𝑒𝒶𝓀 𝓉𝑜 �...
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...
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.
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...
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.
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...