Running an effective contact center requires real-time insights into key operational metrics. Dynamics 365 Customer Service introduces real-time analytics for record routing, a practical tool that helps supervisors monitor and manage contact center performance as it happens. By providing an up-to-date view of workloads, agent activity, and case progress, this feature ensures your team can quickly adapt to meet customer demands and maintain service excellence. 

Key features and benefits of real-time analytics for record routing

Comprehensive reports: 

• Summary Report: Offers a real-time overview of organizational performance through key operational metrics. Additionally, it aids in evaluating the effectiveness of routing by comparing automatic and manual methods. 

• Queue Report: Offers insights into record work items segmented by queue. 

• Agent Report: Highlights the metrics of each service representative and their current states. 

• Ongoing Work Items Report: Tracks active or open records in the past 24 hours 

• Backlog Work Items Report: Tracks active or open records over the historical period 

Enhanced security and permissions: Real-time analytics leverages Microsoft Dataverse security permissions, ensuring that supervisors only see metrics relevant to their business unit-level data based on the security configuration set in you  

Seamless work item lifecycle tracking: Unified routing in Dynamics 365 Customer Service uses work items (conversations) to monitor cases, record routing, and assignments. This feature ensures a seamless tracking process, even when cases are reassigned. 

Customizable dashboards: Supervisors can tailor the visual display of reports to suit their needs and save personalized views as bookmarks. This flexibility ensures that the most relevant data is always at their fingertips. 

Why it matters 

By providing supervisors with actionable insights, real-time analytics for record routing helps maintain high service levels and customer satisfaction. It enables efficient management of operational metrics, service representative allocation, and ongoing cases, ensuring that customer service teams can deliver exceptional experiences. 

Get started with real-time analytics for record routing

To access this feature, supervisors need the CSR Manager role, or they need to add appropriate permissions to the custom roles. The dashboards are available in the Copilot Service workspace app. 

Dynamics 365 Customer Service continues to redefine the customer service landscape, offering tools that empower organizations to excel. With real-time analytics for record routing, supervisors can make data-driven decisions that elevate their contact center’s performance and customer satisfaction. 

Learn more

To learn more, read the documentation: Overview of the real-time Omnichannel analytics dashboard | Microsoft Learn 

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