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Omnichannel Insights for Dynamics 365 - Demo

Microsoft

Visualize insights about customer service omnichannel delivery performance and customer sentiment

Visualize insights about omnichannel performance through a set of demo supervisor dashboards that help track key operational metrics to ensure that their agents are providing quality support to customers. These metrics will help the supervisor understand how each agent and each chat queue is performing over time, enabling them to take appropriate corrective measures and to provide guidance to agents in order to fine tune the customer support experience they provide. Supervisors can use these dashboards to perform the following tasks: 
  • Monitor omnichannel chat operational metrics across Queues and Agents.
  • Monitor support quality of chats via sentiment analysis across Queues and Agents.
https://gallery.azure.com/artifact/20151001/ms_dynmcsfnp.ms_dynamics_cca_da_oc_analytics_sample.1.0.1/Artifacts/SampleImage/9213430c-8d0e-4f64-a807-ee9aa234aafd.png
https://gallery.azure.com/artifact/20151001/ms_dynmcsfnp.ms_dynamics_cca_da_oc_analytics_sample.1.0.1/Artifacts/SampleImage/9213430c-8d0e-4f64-a807-ee9aa234aafd.png
https://gallery.azure.com/artifact/20151001/ms_dynmcsfnp.ms_dynamics_cca_da_oc_analytics_sample.1.0.1/Artifacts/SampleImage/d7d2cb10-35c6-4563-810b-4857971d46bf.png