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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel for custom...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Omnichannel for customer service - Agent sign in

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Posted on by CU07080931-1 2
Hello, we use Omnichannel for customer service for our live chats.  Each day we have multiple agents signed in taking chats that have been escalated through power virtual agents.  Within the Omnichannel real-time analytics report I can drill down to individual agents to see their presence history for the day to work out what time they clocked into the system. I can't find a way see this for all signed in agents without individually drilling down into the agent detailed view and inspecting their presence history.  Does anyone know of a better way to view this information?
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  • Suggested answer
    Rahul Mishra Profile Picture
    Rahul Mishra 38 on at
    There’s unfortunately no out-of-the-box view in Omnichannel that shows all agents’ presence history in one place. The real-time analytics dashboard only lets you drill down agent by agent, as you’ve already discovered.

    If you want a consolidated view, these are your two realistic options:

    1. Use the Data/Analytics data feeds
    Export presence records from the Omnichannel Insights / Presence table via Power BI or Excel.
    This gives you a single report showing:
    – When each agent signed in
    – Presence changes throughout the day
    – Total active/idle/away times
    This is what most teams end up doing.

    2. Create a custom report in Power BI
    Pull data from:

    msdyn_agentstatushistory (Agent Presence History)

    msdyn_agentstatus (Status definitions)

    You can then build a daily “Agent Login/Presence Summary” showing every agent in one view.

    Bottom line:
    Omnichannel doesn’t offer a built-in “all agents presence timeline” report. To get it, you’ll need to export the presence data or build a small Power BI report pulling from the Agent Presence History tables
     
    For more info visit us: https://www.novelvox.com

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