Omnichannel Insights for Dynamics 365

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 are providing quality support to customers. These metrics can be viewed over a specified time period to 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.

For better understanding of the insights and metrics, we have provided a demo app. Use this link to download the demo app - http://aka.ms/d365-oc-insights-demo