Analytics for third-party channels


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

Feature details

Omnichannel for Customer Service already provides several out-of-the-box channel-specific metrics for first-party channels—for example, average handling time and conversation volume. As part of this feature, third-party channel providers using Dynamics 365 Channel Integration Framework can provide relevant measures for their channels. This enables organizations to get a holistic view of KPIs and insights across different channels and providers.