Configure Omnichannel 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 conversations and group related support conversations into topics.

The following historical analytics reports are available:

Conversation report Queue report Agent report Bot report Conversation Topics report Unified routing

Enable Omnichannel historical analytics reports in Omnichannel for Customer Service

You can enable Omnichannel historical analytics reports in the Customer Service admin center or Omnichannel admin center app.

Make sure that you have the required administrator permissions for Dynamics 365.

1. Go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Insights in Operations. The Insights page appears.
   2. In the Omnichannel historical analytics section, select Manage.

   The Omnichannel historical analytics page is displayed. Toggle the Enable Omnichannel historical analytics report to On.

   Omnichannel admin center

   1. In the site map, select Settings in Insights. The Insights page appears.
   2. In the Omnichannel historical analytics section, select Manage.

   The Omnichannel historical analytics page is displayed. Toggle the Status to Enabled.

2. Select Save or Save & Close.

This configuration will also enable AI-discovered topics from conversations with default settings and historical analytics for unified routing.

Enable Historical analytics for unified routing in Omnichannel for Customer Service

You can enable historical analytics for unified routing in the Customer Service admin center or Omnichannel admin center app. The metrics are available in the report after 24 hours.

Important

Omnichannel historical analytics must be enabled before you can enable historical analytics for unified routing.

1. Go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Insights in Operations. The Insights page appears.
   2. In the Omnichannel historical analytics section, select Manage.

   The Omnichannel historical analytics page is displayed. Select the Add historical analytics for unified routing check box.

   Omnichannel admin center

   1. In the site map, select Settings in Insights. The Insights page appears.
   2. In the Historical analytics for unified routing section, select Manage.

   The Historical analytics for unified routing page is displayed. Toggle the Status to Enabled.

2. Select Save or Save & Close.

The Unified routing historical analytics report will be available as a tab in the Omnichannel historical analytics report.

View Omnichannel historical analytics reports

The service managers must have either the Omnichannel Administrator, Omnichannel Supervisor, 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, go 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. Grant Read privileges to the following entities:

   • Omnichannel historical analytics
   • Insights

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

See Also

Dashboard Overview
Historical analytics for unified routing in Omnichannel for Customer Service