Improved embedded analytics for customer service managers
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|Enabled for||Public preview||Early access||General availability|
|Users by admins, makers, or analysts||-||-||Apr 5, 2021|
Traditional dashboards have limited interactive capabilities and provide a narrow view into the overall organization. Omnichannel's embedded analytics for chat and digital messaging allows service managers to identify problem areas and opportunities to improve from historical data, along with rich slice-and-dice capabilities powered by Power BI.
The redesigned reports include many changes to help supervisors get a comprehensive view of key metrics such as volume, CSAT, and sentiment over time to understand how agents and queues are performing. New key insights cards provide a glimpse into notable trends on core metrics and topics that are important for a supervisor to investigate further in the comprehensive reports. Agent-focused views surface core metrics in order to better understand the primary areas an agent worked on and where the opportunities are for coaching. The reports will also include the ability for supervisors to automate topics to Power Virtual Agents bots.
- Historical analytical dashboards for cases and agents.
- Integrated AI features including topic clustering.