View minutes used in voice calls

Article
04/04/2022
2 minutes to read

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Introduction

The Voice minutes report lets Omnichannel administrators view a Power BI report in Omnichannel admin center that helps them to get insights about how many call intelligence minutes and intelligent voicebot minutes from the voice quota have been consumed.

Prerequisites

The voice channel should be configured and in use for the report to display data.
The Omnichannel administrator role for accessing the report.

View the Voice minutes report

To view the Voice minutes report, do one of the following steps:

In the site map of Customer Service admin center, select Insights, and in Admin reports, select View report for Voice minutes.
In the site map of Omnichannel admin center, in Insights, select Voice minutes.

The following table contains the metrics.

Metric	Description
Call intelligence minutes	Number of minutes of calls for which call transcription is generated. Number is rounded to a whole number.
Intelligent voicebot minutes	Number of minutes used by voicebot. Number is rounded to a whole number.
Total Calls	Number of calls that consumed the minutes.
Minutes over time	Overtime trending of call intelligence minutes and intelligent voicebot minutes.

View the IVR transcripts

The Voice details table in the report provides the following information.

Attribute	Description
Date	Date when the conversation is logged.
Conversation ID	Identifier of the conversation record.
Type	Type of call, either "Call intelligence" or "Intelligence voicebot".
Start	Time when the recording of the minutes starts.
End	Time when the recording of the minutes stops.
Duration	Total number of minutes consumed for the current row.
Phone number	Agent phone number used in the call.
Workstream	Workstream through which the call was handled.
Call direction	Indicates whether the call was an "Incoming" or "Outgoing" one.

Slice metrics by time and time zone

The Duration option lets you filter the report details and affects all metrics in the report. More information: Slice metrics by time

The Time zone option lets you filter the report for the selected time zone.