Skip to main content

Notifications

Customer Service forum
Unanswered

D365 Omnichannel - Outgoing Calls Analysis

Posted on by
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
 

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Anton Venter – Community Spotlight

Kudos to our October Community Star of the month!

Announcing Our 2024 Season 2 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Dynamics 365 Community Newsletter - September 2024

Check out the latest community news

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,524 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 228,493 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,148

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans