Does Microsoft Provide statistics on average case closure rates or case resolution success KPI's?

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Posted on by SaulC-NZ

As a company we are wanting to benchmark our case closure 'time' rates and rate of approved/declined cases against some kind of metric. I would assume Microsoft provided some kind of information about improved case closure/resolution time as a selling point of the Dynamics 365 system but so far have found no success finiding any statistics on this. Does anyone know if such information exists and if so, is it accessible?

Thank you

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PerezAguiar on at

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RE: Does Microsoft Provide statistics on average case closure rates or case resolution success KPI's?

Hey Saul.

You can also rely on Customer Service Insights, as docuemntd on learn.microsoft.com/.../introduction-customer-service-analytics. Basically, this feature will create an azure Datalake repository connected to your environment to collect metric and provide insights like:

- Agents reports

- Topic clustering

- if you're using Omnichannel, you can get the Real Time Customer Sentiment on different channels

Regards,
Shawnsauve 1,093 on at

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RE: Does Microsoft Provide statistics on average case closure rates or case resolution success KPI's?

Microsoft Dynamics 365 provides various tools and reports to track and analyze case resolution time and other related metrics. Some of these tools include the "Case Management" and "Service Level Agreements" features within Dynamics 365.

The "Case Management" feature allows you to track case resolution time and other related metrics such as case volume, case status, and case origin. You can use this feature to generate reports and dashboards that provide insights into your case resolution process.

The "Service Level Agreements" feature allows you to define and track service level targets for case resolution time and other related metrics. This feature can be used to ensure that your team meets your customer service targets and to identify areas for improvement.

Additionally, Microsoft offers various resources such as white papers, case studies, and customer success stories that may provide insights into the impact of using Dynamics 365 on case resolution time and other metrics. These resources can be found on the Microsoft Dynamics 365 website or by contacting a Microsoft representative.