Omnichannel real-time analytics - Connection Rate / Contact rate

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Posted on by JasR

Hi

For the new Omnichannel real-time analytics, we can see the "Abandoned Rate" in the Summary tab. However we would like to show the "connection rate" as it gives a more positive connotation to supervisors/agents. We normally measure SLA's based on connection rate.

Is there a way to show the Connection Rate (i.e. handled / received) in the report? Ideally we'd also like to show the Contact rate.

Thanks

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Leah Ju Microsoft Employee on at

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RE: Omnichannel real-time analytics - Connection Rate / Contact rate

Hi JasR,

To cater to your organizational needs, intraday insights allows you to customize KPIs. This allows supervisors to adapt to your organizational parameters that are designed for your organization. Through the Power BI desktop application, you can customize these KPIs.

You can customize intraday insights if you use Power BI or Power BI Premium licenses. You can't customize insights in a pre-configured Power BI workspace that doesn't have a Power BI license.

Please refer to the following link for more details:

https://learn.microsoft.com/en-us/dynamics365/customer-service/customize-kpis-intraday-insights

https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-intraday-dashboard-supervisor

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