Microsoft’s New CCaaS Features Improve Data Management

Microsoft makes it "easier than ever" to view contact centre analytics

Microsoft adds new features to Dynamics 365
Contact CentreLatest News

Published: November 23, 2022

Ryan Smith

Microsoft has introduced four new features to Microsoft Dynamics 365 Customer Service, which are designed to improve the viewing of customer service data.

The company says that it is now “easier than ever” to find and customize analytics that organizations need to identify areas of improvement.

Vikram Yerrabhaneni, Principal Program Manager at Microsoft, commented: “As a contact center supervisor, you need to know how your customers are navigating the support funnel.

“This information helps you take corrective steps at each leg of the customer journey to increase customer satisfaction and reduce cost.

“When customer journey data is fragmented across different applications, it’s hard to understand what actions to take to improve.”

Unified Reporting

Microsoft has introduced unified reporting for customer service data with Power Virtual Agents and Omnichannel analytics.

The new feature allows for the monitoring of escalations from bots to human agents as a way of gaining insight to help organisations more efficiently handle case volumes.

The data also allows users to revise Power Virtual Agent bots based on the agent resolution steps of escalated conversations to increase the deflection rate.

Microsoft says the Omnichannel Summary dashboard provides integrated analytics to see detailed bot session-level metrics and identify why the conversation escalated to a human agent.

Users can drill down into specific bot pages and view topic-specific metrics.

Changes can be made to the bot to enhance its performance, including modifying the topic name and trigger phrases.

Bookmarks for Frequently Used Reports

Microsoft Dynamics 365 Customer Service users can now bookmark frequently used out-of-the-box analytics reports to personalise their workspace.

Users can set a default bookmark that will be loaded every time a new session is started.

The feature allows users to navigate between bookmarks in the bookmarks side panel, update the corresponding report with filters, and delete bookmarks that are no longer needed.

Microsoft says bookmarks can be used in the following reports:

  • Customer service historical analytics.
  • Omnichannel historical analytics.
  • Knowledge analytics.

Contact Centre Operations Monitoring

According to Microsoft, one of the biggest challenges organizations face is the constantly changing nature of the digital contact center.

Near real-time visibility gives overall support to organizations by allowing them to make quick decisions and allocate agents appropriately in response to any problems they may face.

Microsoft has introduced four new reports, which refresh in real-time, to allow organizations to monitor the volume of customer interactions, wait time, and other key metrics across multiple channels.

Users can pause the process to analyze the metrics and then resume automatic refresh when finished.

The new reports include the following:

  • Summary report: This shows key performance indicators (KPIs) across the volume of customer interactions and service levels, along with the available capacity.
  • Ongoing conversation report: Users can see a list of all current conversations along with the wait and handle time. It also gives the ability to drill down to the conversation form.
  • Agents report: Organisations can see agent performance across all channels or a single channel. The report gives an insight to see the current agent capacity and what each agent is working on.
  • Voice report: This shows metrics across the voice channel if configured in your Omnichannel environment.

Data Model Customisation

The data model customization feature allows administrators to extend the out-of-the-box Customer Service Power BI data model.

Microsoft says the feature can allow users to track what matters to their specific business.

Users can also add new custom metrics, custom entities from Dataverse or any other data source, or integrate with an external data set.

Any customized reports can be embedded in the Customer Service workspace application.

Report authors can customize fields containing measurements and attributes, and visualizations such as filters, page size, and page background.

According to Microsoft, by extending the out-of-the-box analytics natively available in Dynamics 365 Customer Service, organizations can handle unique business requirements in a fraction of the time.




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