Real-time analytics have become essential in modern times, empowering organizations to efficiently oversee their contact center operations. By providing instant visibility into critical metrics, these analytics enable supervisors to focus on the most important data and quickly identify and address issues with confidence.
Why is Real-time analytics required?
Microsoft offers Intraday Analytics - a solution that revolutionizes the way organizations access crucial insights. By leveraging an intermediary database to consolidate and aggregate metrics from the Dataverse platform, supervisors gain essential insights to generate powerful reports and make informed decisions based on analytics.
Intraday Analytics closes the divide between raw data and actionable information by collecting real-time data from various sources within the contact center. This includes call volumes, agent performance metrics, customer satisfaction scores, and other relevant data. Once the data is received, it is processed and merged into the intermediary database, enabling supervisors to access accurate and up-to-date information on demand.
However, the primary challenge is the frequency of receiving data, which could be 15 minutes, causing potential delays in the entire process.
Enhanced Omnichannel Reporting: Real-Time Analytics in Microsoft Dynamics 365 Customer Service
Based on valuable feedback, Microsoft has developed an exceptional feature, Real-Time Analytics for Omnichannel reports, from the ground up. This out-of-the-box functionality is designed to elevate the intraday analytics experience for supervisors within Microsoft Dynamics 365 Customer Service. Unlock the full potential of Real-Time Analytics, exclusive to Microsoft Dynamics 365 which is not the same case with Oracle or Salesforce.
Supervisors can easily track the performance of their contact center operation throughout the day with the help of intraday analytics. Key performance indicators (KPIs) like call queue length, average handle time, and service level adherence can be closely tracked, offering a comprehensive understanding of the contact center's current state. This enables supervisors to identify emerging trends, anticipate potential issues, and make data-driven decisions to optimize their operations.
Equipped with intraday analytics, supervisors can swiftly respond to changing conditions. They can adjust staffing levels based on call volumes, provide timely coaching and guidance to agents, and proactively address customer concerns.
With a refresh frequency rate of less than 30 seconds, supervisors now have a real-time window into their contact center operations. This enables them to stay updated on the current happenings and swiftly address any emerging issues. Supervisors can promptly respond to customer needs and effectively manage their team's performance.
Top 5 Benefits of the Real-time Analytics
1. Centralized data access with Dataverse
With real-time analytics, organizations get assurance that the data is visible and privacy rules are upheld. Further, it certifies that only authorized individuals have access to the data without any additional steps. Since the Dataverse is connected directly, the risk of outdated or inaccurate data in reports is eradicated.
2. Higher emphasis on human agents
Real-time analytics enables differentiation between human agents and bots, focusing solely on human agent interactions when calculating KPIs. In contrast to intraday analytics, which includes metrics from both agents and bots, real-time analytics allows supervisors to precisely evaluate and measure agent performance.
For instance, when measuring customer wait times, real-time analytics considers the time a customer spends waiting to be connected to a human agent from the moment the escalation from the bot occurs. This approach provides an accurate depiction of the customer experience, offering insights into agent handling effectiveness and response time.
3. Enhanced native visual customization and bookmarks options
Supervisors can amplify the power of real-time analytics by customizing it to align with their organization's specific metrics. This personalized approach enables supervisors to pinpoint trends, diagnose issues, and make data-driven decisions that are most relevant to their operations. Remarkably, real-time analytics of Microsoft Dynamics 365 Customer Service does not necessitate an additional Power BI license, allowing supervisors to make visual alterations to reports and store bookmarks. This customization process offers flexibility and accessibility, empowering supervisors to tailor their real-time reports accurately.
4. Better information structure
Real-time analytics offers data in a user-friendly format, providing supervisors with a clear and comprehensive view of contact center activities. The process eliminates the redundant metrics and resolves any ambiguity concerning certain metrics. As a result, supervisors can recognize areas for improvement and take proactive measures to optimize contact center operations effectively.
5. Empowered supervisor actions
Supervisors can streamline workflow and take prompt action through the ongoing conversation dashboard integrated with real-time analytics. From a centralized location, they can categorize tasks, assign them to agents, and actively monitor ongoing conversations. With a comprehensive dashboard, supervisors save valuable time by eliminating the need for navigation and additional clicks, enhancing efficiency in contact center operations.
Real-Time Analytics in Microsoft Dynamics 365 Customer Service empowers supervisors to achieve higher customer satisfaction. With the need to align hybrid work and diverse communication channels, advanced reporting capabilities play a crucial role. With the ever-changing dynamics of the workforce and customer expectations, real-time analytics enables supervisors to stay proactive and responsive. By embracing user input and continuously evolving, the platform caters to the growing needs of supervisors and customers. With real-time insights, supervisors can make informed decisions, foster responsiveness, and ultimately drive customer satisfaction to new heights.
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