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View Sales Close Agent (Engage) insights and metrics

[This article is prerelease documentation and is subject to change.]

After the Sales Close Agent Engage type is set up and running, you can monitor its performance by viewing insights and metrics. These insights help you understand how effectively the agent is engaging with customers and driving sales.

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

The insights dashboard is displayed as shown in the following image:

Screenshot of the Sales Close Agent Engage type insights dashboard.

Open the insights dashboard

  1. In the Sales Hub app, go to App settings.
  2. Under General settings, select Dynamics 365 AI hub. If you have trouble finding or accessing the AI hub, it might be due to permission restrictions. Learn more in Access Dynamics 365 AI Hub.
  3. In the AI Optimization card, select See insights.
    The Agent insights page opens with the available insights for the agents configured in your organization.
  4. Select the Sales Close Agent - Engage tab to view the insights specific to the Sales Close Agent engage mode.
  5. Verify the Last refreshed date and time to ensure the data is up-to-date. The data is refreshed when you open the dashboard. If needed, you can refresh the dashboard by selecting the Refresh icon.
  6. Select the Time period filter to specify the period for which you want to view the data. By default, the dashboard shows data for the last 7 days.

Understand the insights and metrics

  • The Top metrics section provides metrics for the selected time period, including:

    Metric Description
    Total number of records Total number of records to which outreach email is sent.
    Engagements rate The percentage of records where the agent engaged with a customer or handed them over to seller.
    Customers pitched by agent Total number of customers to which agent made a product recommendation based on the engagement.
    Email response rate Percentage of emails sent by the agent that got a response from customers.

  • The Agent effectiveness section provides key performance indicators (KPIs) into how well the agent is performing in terms of customer engagement and sales conversion.

    KPI Description
    Average attempts to achieve engagement Average number of outreach emails sent before a customer responded.
    Autonomous resolution rate Percentage of records the agent completed without human involvement.
    Escalation rate Percentage of records the agent handed over to a supervisor for follow-up.

  • The Engagement funnel section provides a visual representation of engagement metrics over time, allowing you to identify patterns and trends in customer interactions. The funnel chart is divided into four stages as described in the following table.

    Stage Description
    Outreach email sent The total number of outreach emails sent by the agent to customers.
    Customer responded The number of customers who responded to the outreach emails.
    Customer not responded The number of customers who didn't respond to the outreach emails.
    Engaged The number of customers who are engaging with the agent.
    Products pitch The number of customers who received product recommendations from the agent.
    Escalated The number of customers asked to escalate this to a human seller.
    Completed The number of customers who completed the engagement with the agent.
    Closed as lost The number of customers who aren't interested in purchasing a product or haven't responded to outreach emails.

Set up and configure the Sales Close Agent (preview)
How the Sales Close Agent Engage mode works

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