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Applies to: Dynamics 365 Contact center only
[This article is prerelease documentation and is subject to change.]
Contact centers often group service representatives into dedicated teams focused on specific intents or clusters of related intents. Real-time analytics use these groupings to monitor conversations, track metrics, and surface actionable insights. Filtering by agent group enables supervisors to quickly identify trends, assess team performance, and resolve issues faster. This structured approach ensures customer needs are addressed correctly, driving operational efficiency, improving service quality, and enhancing customer satisfaction.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
You can filter this report by Time, Channel, Line of Business, Intent group, Agent group, Time zone, and Conversation status.
As part of visual customization, you can filter all real-time dashboards including Summary, Voice, Bot, Agent, Ongoing Conversation, and Backlog conversation by intent group, intent, and line of business by using the IntentFamilyName in DimIntent dimension. Learn more in visual customization. You can search for the data measures for intent to select specific intent-based filters.
Prerequisites
- You turned on the toggle for Customer Intent Agent and added the Line of business, Intent groups, and Intents. Learn more in Customer Intent Agent.
- You enabled real-time analytics for intent. Learn more in Enable real-time analytics reports.
You see the report after 24 hrs of provisioning. If you don't enable Customer Intent Agent, you might still see data measures related to intent, but no conversation details appear because configuration isn't complete.
Metrics
| Metrics | Definition |
|---|---|
| Conversations in queue | Conversations currently waiting in queue to be assigned to a customer service representative (service representative or representative). |
| Agents online | Number of logged in representatives. |
| Agents in active conversations | Representatives currently handling live conversations in progress and not yet closed, excluding wrap-up state. |
| Agents in wrap-up conversations | Service representatives who finished interacting with the customer but are still completing post-conversation tasks before closing the session. |
| Average session handle time | Session handle time is the total time a representative spends working on a customer session, including the live interaction and any follow-up or wrap-up activities. Average Session Handle Time = Total handle time across sessions / Number of sessions handled. |
| Session timeout rate | Percentage of incoming sessions that the representative didn't respond to before the system's timeout threshold over the total number of assigned sessions. Session Timeout Rate (%) = (Number of timed-out sessions / Total assigned sessions) × 100. |
| Session rejection rate | Percentage of sessions rejected by representatives over the total number of sessions assigned to representatives. Session Rejection Rate (%)= (Number of sessions rejected by agents / Total number of sessions assigned to agents) × 100. |
Metrics by Agent group
| Metrics | Definition |
|---|---|
| Agent group name | Name of the service representative group. |
| Conversations in queue | Number of conversations waiting in queue to be assigned to a service representative per user group. |
| Longest wait time (hh:mm:ss) | Waiting time until the service representative accepts the conversation per user group. |
| Agents online | Number of representatives that are currently online based on the time slicer per user group. |
| Agents available | Number of representatives who are in the Available status per user group. |
| Agents in wrap-up conversations | Representatives who finished interacting with the customer but are still completing post-conversation tasks before closing the session per user group. |
| Average handle time (hh:mm:ss) | Total handle time divided by the number of conversations handled. - For Voice: msdyn_sessionparticipant.msdyn_talktime + msdyn_sessionparticipant.msdyn_holdtime + msdyn_sessionparticipant.msdyn_activewrapuptime. - For Chat: msdyn_sessionparticipant.msdyn_activetime + msdyn_sessionparticipant.msdyn_activewrapuptime. |
Drilldown
In the Metrics by agent section, select Detailed view to view metrics by agent.
| Metrics | Definition |
|---|---|
| Conversations in queue | Number of conversations waiting in queue to be assigned to a service representative. |
| Agents online | Number of representatives currently online based on the time slicer. |
| Agents in active conversations | Representatives actively engaged in live conversations that are still open, excluding those in wrap-up state. |
| Average handle time | Total handle time divided by the number of conversations handled. - For Voice: msdyn_sessionparticipant.msdyn_talktime + msdyn_sessionparticipant.msdyn_holdtime + msdyn_sessionparticipant.msdyn_activewrapuptime. - For Chat: msdyn_sessionparticipant.msdyn_activetime + msdyn_sessionparticipant.msdyn_activewrapuptime |
| Agents availability status | Representatives based on their current availability status. |
| Agents in wrap-up conversations | Representatives who finished interacting with the customer but are still completing post-conversation tasks before closing the session per user group. |
| Session timeout rate | Percentage of incoming sessions that the representative didn't respond to before the system's timeout threshold over the total number of assigned sessions. Session Timeout Rate (%) = (Number of timed-out sessions/Total assigned sessions) × 100. |
| Session rejection rate | Percentage of sessions rejected by representatives over the total number of sessions assigned to representatives. Session Rejection Rate (%)= (Number of sessions rejected by agents / Total number of sessions assigned to agents) × 100. |
Metrics by agent
| Metrics | Definition |
|---|---|
| Agent name | Name of the service representative. |
| Conversation status | Current status of service representative. |
| Time in presence (hh:mm:ss) | The duration for which the service representative is in the current status. |
| Active sessions | Number of sessions that are currently in Active status. |
| Closed sessions | Number of sessions that are currently in Closed status. |
| Rejected sessions | Sessions rejected represent the total number of conversation sessions declined by the service representative. |
| Sessions timed out | A session times out if the representative doesn't respond within the allotted time, and the system automatically closes it. |
| Average session handle time (hh:mm:ss) | Average Session Handle Time = Total handle time across sessions / Number of sessions handled. This metric is tracked per representative and session. |
Related information
Manage real-time analytics reports
Overview of Omnichannel real-time analytics dashboard
Intent group report (preview)