Configure and view your team page

[This topic is pre-release documentation and is subject to change.]

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As an administrator, you can configure the levels of hierarchy for which customer service managers can view in call insights. When configured, customer service managers will be able to view the hierarchy under Your team.

Let’s look at the example to understand hierarchy levels:

The matrix explains which data you’ll view as a customer service manager, for different hierarchy levels.

Understand managerial hierarchy levels

Managerial level View user hierarchy
Level 1 Choose this option to get insights on your direct team members.
Level 2 Choose this option to get insights on both your direct team members and their direct team members.
Level 3 Choose this option to get insights on level 1, level 2, and level 2’s team members.

Note

Call insights supports up to three levels of hierarchy. To learn more about hierarchy, see Set up Manager and Position hierarchies.

Configure hierarchy levels

  1. Review the prerequisites. To learn more, see Prerequisites to configure call insights.

  2. Open the call insights workspace.

  3. Select the Settings icon on the top-right of the page and then select Settings.

    Select settings option

  4. On the Settings page, select Your team.

  5. Choose the hierarchy level from the Call data visibility list to display team members for managers.

    Choose the hierarchy level

  6. Save and close the settings.

    Customer service managers can see the employees in the hierarchy levels as configured.

View your team

As a customer service manager, when you open the Your team page in settings, you can view the list of employees who are part of your hierarchy as configured by the administrator.

Note

To view this page, customer service managers must have a manager hierarchy defined under them, with agents or individuals added to the hierarchy. Currently, only administrators can change levels of hierarchy. For customer service managers to change it, they should contact an administrator to change the hierarchy on their behalf.

  1. Open the call insights workspace.

  2. Select the Settings icon on the top-right of the page and then select Settings.

    Select settings option

  3. On the Settings page, select Your team.

    View your team members

    The list is updated every 24 hours to display the current active agents in the manager's hierarchy. Also, you can select Refresh now to refresh the list right away and view any changes.

See also

Prerequisites to configure call insights

Overview of call insights in Dynamics 365 Customer Service Insights