Omnichannel Insights for Dynamics 365

por Microsoft

(4 Classificações)

Get insights about your customer service omnichannel delivery performance and customer sentiment.

Connect to your Microsoft Dynamics CRM account to get insights about your omnichannel performance through a set of supervisor dashboards that help track key operational metrics to ensure that their agents and BOT (if configured) are providing quality support to customers. These metrics can be viewed over a specified time period to help the supervisor understand how each omnichannel (SMS, Chat etc), agent and each 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 operational metrics across Channel, Queues and Agents.
  • Monitor support quality via sentiment analysis across Channels, Queues and Agents.
  • Monitor Bot operational metrics

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