Customer Service Analytics for Dynamics 365

Connect to your Microsoft Dynamics CRM account to get insights about your customer service 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 supervisors understand the over all support experience along with how each 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 Customer service operational metrics across Queues and Agents.
• Drill into each case/activity on customer service hub application from list view.