Dynamics 365 Contact Center: Boost contact center efficiency with real-time streaming analytics

Real-time streaming analytics is built into the new supervisor application. An advanced streaming engine keeps metrics up to date with near-instant updates, allowing supervisors to view the latest data without refreshing the dashboard.

Key capabilities include

Continuous, streaming dashboards : Monitor mission-critical KPIs such as queue backlog, service level, abandon rate, and representative presence in near real time. Visual alerts highlight anomalies as they occur.

Full-screen wallboards : Display live metrics on high-resolution monitors across the contact center floor, providing teams with a shared, at-a-glance view of performance.

Drill-down analytics : Navigate from high-level summaries to detailed queue-level and representative-level views to analyze performance and identify issues.

Queue & Representative-level insight : Evaluate live indicators such as Queue backlog, Longest wait time, representative presence status and their available capacity, along with performance metrics like average speed to answer and conversations handled over time. Evaluate live indicators such as presence status, available capacity, and conversations handled over time.

Immediate corrective acti…