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#MICROSOFT 365 DYNAMICS HOW TO#
#MICROSOFT 365 DYNAMICS UPDATE#

Additionally, they can personalize out-of-the-box reports by saving filters, allowing them to focus on the data that is most relevant to them, and gain actionable insights. With Dynamics 365 Customer Service real-time analytics for omnichannel, supervisors can pause and resume data refresh to analyze the data at their own pace.

Override agent status to route the customer conversation to the agents.Īnalyzing data is essential in identifying areas for improvement.

Assign, transfer and force close actions directly from ongoing conversation report.

With real-time analytics, supervisors can do the following: Take immediate actionsĬontact center managers often need to perform actions such as overriding agent status or assigning customer interactions to agents when they experience sudden spike in volume. Contact center supervisors can ensure that agents are providing the best possible service, resulting in improved customer satisfaction. This allows them to identify any issues in real time and provide immediate guidance to agents. With the ongoing conversation report, supervisors can proactively monitor customer-agent interactions using real-time sentiment signals. Proactively monitor customer-agent interactionsĬustomer sentiment is a crucial factor in providing high-quality service.

#MICROSOFT 365 DYNAMICS HOW TO#

As a result, this capability helps supervisors make informed decisions about how to allocate resources, ensuring that the right agents are handling the right interactions at the right time. Supervisors can drill down and see detailed metrics for each agent. With real-time analytics, supervisors can track the current available capacity of agents and monitor what each agent is currently working on. Maximize agent utilizationĪgent allocation is crucial in managing customer interactions efficiently. The auto-refresh capability ensures that supervisors have up-to-date information at their fingertips.

With real-time analytics, supervisors can monitor the volume of interactions and wait times across all channels in real-time, providing them with the information they need to make informed decisions. Monitor customer interactions with real-time analyticsĬontact centers need to manage multiple channels, including voice, chat, and social media. They can monitor key operational metrics, make course corrections at the right time, and keep service levels high. This powerful tool provides contact center managers with real-time visibility into overall support performance. To address these challenges, we are excited to introduce Dynamics 365 Customer Service real-time analytics for omnichannel. These events may include spikes in the volume of incoming customer interactions, longer call lengths, and agent absences. One of the biggest challenges contact center managers face is the ability to react quickly to unexpected events.

A seamless set up experience enables you to configure the app once and deploy it everywhere – on mobile, desktop, or tablet.In today’s fast-paced business environment, contact centers need real-time analytics to provide top-notch customer support under pressure.

#MICROSOFT 365 DYNAMICS UPDATE#

Arrive prepared for every appointment and update notes, tasks, and attachments – along with relevant service and sales records – while the details are still fresh.ĭynamics 365 provides salespeople, agents, and supervisors with the best tools for managing their data, and updating records and status both online and offline. Microsoft Dynamics 365 is the essential business solution for busy professionals who need to engage with customers while staying productive at work and on the go.