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Dynamics 365 CommunityForums Customer experience | Sales, Customer Insights,... Looking for real-time ...

Customer experience | Sales, Customer Insights,...

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Looking for real-time analytics dashboard

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HI All,

Subject: Looking for real-time analytics dashboard which provide Cases details created through email and whatsApp, Livechat Conversation

I am looking for Analytics dashboard which provides view for Cases Created through email with details like SLA timing, Owner of Case(Agent), cases closed, count, number days Etc. Also in same dasboard I am looking Customer omnichannel realtime dashboard which should Active conversation for each agent, Agent avliable time, Cases assigned etc

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Leah Ju Microsoft Employee on at

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Hi Swetha，

Please refer to the following documentation:

--In the default view of Customer Service workspace, select Omnichannel real-time analytics in Service.

--By default, the Summary report is shown. To view the Ongoing conversation, Agents, and Voice reports, select the appropriate tabs.

https://learn.microsoft.com/en-us/dynamics365/customer-service/use/intro-realtime-analytics-dashboard

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