Describe case reporting and analytics in Dynamics 365 Contact Center

  • 15 minutes

Reporting and analytics are essential for modern contact centers. They take raw data such as the number of cases coming in or how much time representatives are spending on a case and turn them into meaningful insights that drive strategic and operational decisions.

Dynamics 365 Contact Center includes multiple analytical and reporting tools to assist organizations in driving these decisions, these capabilities enable organizations to:

  • Monitor Key Performance Indicators (KPIs): Track metrics such as average handle time, first-call resolution, queue wait times, and customer satisfaction scores to measure service quality and agent performance.

  • Identify trends and patterns: Analyze historical data to uncover recurring issues, peak interaction periods, and emerging customer needs, allowing proactive adjustments to staffing and processes.

  • Optimize workflows: Use real-time dashboards to detect bottlenecks and reallocate resources quickly, ensuring service-level agreements (SLAs) are consistently met.

  • Improve customer experience: Insights from analytics help personalize interactions, reduce friction, and enhance overall satisfaction by addressing pain points effectively.

  • Support compliance and governance: Detailed reporting ensures adherence to regulatory requirements and internal policies, reducing risk and maintaining trust.

  • Enable continuous improvement: By comparing performance over time, organizations can implement targeted training, refine scripts, and adopt best practices that elevate service standards.

Dynamics 365 Contact Center provides built-in reporting tools and integrates with Power BI for advanced analytics, enabling interactive visualizations and predictive insights. This combination empowers leaders to make data-driven decisions that improve efficiency, reduce costs, and deliver exceptional customer experiences.

When analyzing contact center performance, there are two primary areas you want to think about.

  • Historical data: Provides you with long-term insights for trend analysis, resource planning, and performance optimization based on past customer interactions.

  • Real-time data: Looks at what is occurring right now. This allows supervisors to react immediately to changing conditions in the contact center.

The Insights dashboards cover Customer Service, Contact Center, and Knowledge Management. With the Customer Service dashboards, you can view a performance summary breakdown and examine detailed reports on your agents and topics. Similarly, the Contact Center dashboards provide a view into the support operation across channels. For knowledge managers, Knowledge Search analytics provides insight into search terms being used by agents to uncover content needed to resolve customer issues.

Artificial intelligence automatically groups your cases into topics using natural language understanding such as grouping defective product cases into a single topic. Topics allow you to discover and adapt to current and emerging trends, identify problem areas, and improve brand sentiment. By pinpointing and fixing issues before they impact customers, you can deliver better customer service experiences.

The AI-driven technology facilitates informed decision-making related to improving resolution rates, reducing waiting times, and decreasing customer service costs. You can use case resolution insights, backlog trends, and historical comparisons to evaluate agent performance and business impact, and address inefficiencies in your system.

Dynamics 365 Customer Service historical analytics reports

  • Summary: Provides a broad overview of the customer service experience in your organization. AI technology shows you topics that are generating the highest volume and emerging topics with the highest rate of change in volume.

  • Agent: The Agent dashboard shows charts and key performance indicators (KPIs) for individual agents and overall agent performance.

Screenshot of the Customer Service Historical analysis dashboard.

Omnichannel historical analytics reports

  • Conversation: The Conversation dashboard gives you a broad overview of the assisted support customer service experience in your organization.

  • Queue: The Queue dashboard gives you a broad overview of the customer service experience in your organization by providing insights into how specific queues operate.

  • Agent: The Agent dashboard shows charts and KPIs that you can use to guide agents and understand overall agent performance.