Configure Customer Service historical analytics reports

You can configure historical analytics to give your service managers a combination of BI analytics and AI insights for their organization. The reports use natural language understanding to automatically detect the language used in your support cases and group related support cases into topics.

The following historical reports are available:

Enable Customer Service analytics reports in Customer Service Hub

Make sure that you have administrator permissions for Dynamics 365.

  1. Sign in to Dynamics 365 as an administrator, and go to Customer Service Hub.

  2. In the Change area, select Service Management.

  3. Under Insights, select Settings. The Insights page is displayed.

  4. On the right of Customer Service historical analytics, select Manage.

  5. On the Customer Service historical analytics page, set the Status toggle to Enabled.

  6. Select Save or Save & Close.

    Customer Service analytics installation.

This configuration will also enable AI-discovered topics from cases with default settings.

Enable Historical analytics for unified routing

You can enable historical analytics for unified routing on the Insights page in Customer Service Hub. The metrics are available in the report after 24 hours.

Important

Unified routing must be enabled to enable historical analytics for unified routing. More information: Provision unified routing for Customer Service

  1. On the Insights page, select Manage for Historical analytics for unified routing.
  2. On the Historical analytics for unified routing page, set the Status toggle to enabled.
  3. Save and close.

After you enable the setting, you can access the report in one of the following ways:

  • In Customer Service workspace, select the plus (+) icon, and then select Customer Service historical analytics.
  • In Customer Service Hub, in Service, in the site map, select Customer Service historical analytics.

View Customer Service analytics reports

The service managers must have the System Administrator or CSR Manager role to view the reports.

Provide report access to additional security roles

Perform the following steps to enable users with different privileges to access reports beyond the default ones.

  1. In Dynamics 365, navigate to Settings and select Advanced settings.

  2. Select Security and then Security roles.

  3. Select the security role that you want to enable access for. For example, agent manager.

  4. Select the Custom Entities tab.

  5. Select an entity. For example, select Customer Service historical analytics.

  6. Select Save and close. The agent manager can now see the Customer Service historical analytics report.

You can see the following reports by navigating to the Service > Analytics and Insights > Customer Service historical analytics page. By default, the Summary page is displayed.

See also

Introduction to Customer Service analytics and insights
Dashboard overview
Knowledge search analytics
Historical analytics for Unified routing in Customer Service