D365 Omnichannel - Outgoing Calls Analysis

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Posted on by MB-07051533-0

Hi all,

I'd like to be able to distinguish between incoming and outgoing voice conversations in Omnichannel. Is this possible?

So far, I have created a view in CS Activities that shows Conversations with a subject line containing /Outbound/. However, all conversations are grouped together in the Omnichannel Historic Analytics dashboard.

The only other place I can see them differentiated is in the Voice tab of Omni Historic Analytics. But this is simply on a bar graph and very difficult to report on.

Have I missed anything or any suggestions as to how I can do this? From my perspective, we have created both an incoming and an outgoing profile for our agents. It would be good to report on activities for each profile?

Thanks,

Matt