Omnichannel for CS Insights dashboard and UTC

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Posted on by DavidBest

The out of the box PowerBI dashboard embedded in Omnichannel for Customer Service uses UTC as the date time/zone filter. The Omnichannel Historical Analytics dash however contains the ability to filter by GMT which accurately reflects conversations and the day/date they were created. The Omnichannel for Customer Service dashboard does not align with our time zone and so conversations and date created is 10 hours behind. This skews the view for our supervisors who require a simple, quick view without applying filters for time zone.

Omnichannel Historical Analytics is unable to be customised in PowerBI conversely which creates some difficulties and tension in ensuring data accuracy and reporting alignment.

My question is how do we align the two dashboards without customising the pbix in PowerBI?

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JS-10022133-0 2 on at

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Omnichannel for CS Insights dashboard and UTC

Hi David. Have you ever received a valid solution to this one?
DavidBest 49 on at

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RE: Omnichannel for CS Insights dashboard and UTC

Hi Vamsee,

I've attached screengrabs to describe the 3 different reports.

1. Omnichannel Insights for Dynamics 365 - PowerBI Dashboard embedded in Omnichannel for CS application:

Time zone filtering by UTC only which skews conversation data by 10 hours

Can open and edit in PowerBI however requires customisation to the pbix

2. Omnichannel historical analytics dashboard:

Uses GMT for time zone filtering which is 'correct' (ie: doesn't require customisation to show conversation date data in local time zone)

Unable to open in PowerBI and limited filtering in Omnichannel for CS application

3. Omnichannel Intraday Insights - PowerBI embedded in Omnichannel for CS app:

Uses UTC again for time zone filtering which skews data by 10 hours

Can open and edit in PowerBI however requires customisation to the pbix

As you can can see from the above the only accurate view our supervisors can access is Historical analytics which uses the correct GMT+10 filter (local time zone). Both the Intraday and Omnichannel Insights dashboards use UTC which is 10 hours behind local time zone.

Making available a GMT filter in all insights reports would solve the problem.
Vamsee Mullapudi on at

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RE: Omnichannel for CS Insights dashboard and UTC

The feature would be available even when Omnichannel Intraday insights is embedded within Omnichannel too, if that's what you meant.

To be clear, Time zone is already supported within Omnichannel Insights (or Historical insights). Please let me know if you are referring to something else.
DavidBest 49 on at

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RE: Omnichannel for CS Insights dashboard and UTC

Thanks Vamsee,

Just to confirm the new feature will be available on Omnichannel Insights for Dynamics 365 dashboard too?
Vamsee Mullapudi on at

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RE: Omnichannel for CS Insights dashboard and UTC

Hello David,

Supervisors can start setting the time zone filter to their own timezone in Omnichannel Intraday Insights too. We are releasing a feature that should be rolled out to all our customers by end of Feb/Mar - 2022 that allows supervisors to do this. Please look out for the feature at https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-insights-dashboard

Regards,

Vamsee

Sr. Product Manager - Omnichannel for Customer Service