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.
Intraday Dashboard Agent Filter
Intraday Insights available to all, but filtered by current user's details.
Embedder Power BI titles and dashboards for on-premise D365
Add support to allow Power BI visualization embedding for On-premise D365. Complete integrated with On-premise Power BI Report Server to centralize data visualization in D365 with different type of reports and dashboard support.
Include a function to generate "Word Cloud" based on selection of data from existing system records in CRM
IDEA: To include a function to generate "Word Cloud" based on selection of data from existing system records in CRM"
Use case: to have a word cloud showing the most popular enquiry/feedback received from xxx during the period of yyyy.
Session Ownership Omnichannel Customer Service
Issue: Currently the product design is setting default user ownership to a omnichannel session when a agent is disconnected(AgentTimeout) , Agent reject (AgentReject) the chat .
So this will not give a correct idea which agent has rejected the chat...
Real-time rejection rate information by agent
Real-time dashboard views to see when an agent rejects a chat
We have rejection rate as %, but not real-time, and specific number of rejects per agent. Can't watch the team and seeing them reject...
Chats per hour per agent
Chats per hour, by agent can be measured this with a formula, however, if an agent forgets to log out at the end of the day, and is in offline status, or if they go to “appear away” to take inbound phone calls, this will affect their overall log-in time, and ...
Average Concurrent Chats by Agent (by time period)
Ability to see the average concurrent chats assigned to agents over a time period. This is required to determine if we are effectively utilizing the agents.
For example, if our agents are assigned ...
Include Outbound call insights in Omnichannel Intraday insights for voice
Hi,
Is it possible to include outbound call insights for voice channel in omnichannle intraday insights and omnichannel historical insights.
Omnichannel Customer Service Historical Analytics refresh time
Allow customers to set refresh to a specific time and refresh to occur on the specified time.