Thyme and table customer service9/14/2023 ![]() ![]() For example, you might have an existing Power BI dashboard that brings operational data from your workforce management systems, and you'd like to show Dynamics 365 data, like agent presence, on this dashboard.ĭata model customization helps you with scenarios and more. Scenario 4: Your organization wants to build a custom dashboard that brings data from multiple applications that your organization uses. For example, your organization has a customized user entity to include a region attribute and would like to get a drill-down of the resolution time by region. In addition, your organization wants to report on out-of-the-box attributes that aren't included by default in the reports or the dataset. Scenario 3: Your organization has customized attributes on the out-of-the-box Dynamics 365 entities, or has custom entities to support your workflows and process and would like to include those attributes, or has metrics built on those attributes in the reports. Your organization wants to include this time in the handle time. Time spent by SMEs consulting is offered as a separate metric. For more information on metrics, go to: Use Omnichannel for Customer Service metrics. For example, only the time spent by the primary agent (active agent who owns and is assigned to the conversation) is considered when calculating average handle time. Scenario 2: Your organization calculates a metric that's provided differently by default, but would like to compute it based on your organization's logic. For example, while service-level metrics for 10, 20, 30, 40, 60, and 120 seconds are provided in the Omnichannel real-time reports, you have a team that works on service levels of 150 seconds and wants to see that metric on the reports. Scenario 1: You need to create variants of the default metrics provided in the dataset that are similar but use a different logic. These scenarios are typically driven by processes that are unique to your organization. The following section describes scenarios where you might need to modify the available data or the logic used to calculate the metrics in the dataset. Visual customizations also give you the ability to leverage out-of-the-box metrics that aren't directly exposed, create new pivots, and analyze data with additional dimensions.Īt times, you might have scenarios where you'd like to modify the data that's available in the dataset or the logic used to calculate the metrics in the dataset. You can choose to edit and present this as a chart or a table as required, and drill down to see the average handle time for a queue or user. ![]() For example, Dynamics 365 reads all the required data, performs the logic required to calculate the average handle time, and makes it available for you in the data model. With visual customization, you can edit the reports to present the available data as per your organizational requirements. However, the reports that are deployed for your organization can be edited and customized. Dynamics 365 leverages the data from Dataverse, performs transformation logic for each of the KPIs, and makes these KPIs available for you within these data model, which also means they can't be edited. The data model houses the KPIs, while reports help visualize this data for supervisors.Įvery organization that has analytics enabled gets the analytics solution deployed and available only to them. Power BI solutions deploy two components: a data model (sometimes referred as a dataset) and a report. These analytic solutions provide industry standard KPIs and metrics that can help you monitor and improve the performance of your contact center. ![]() What is data model customization?ĭynamics 365 Customer Service provides a suite of out-of-the-box analytic dashboards that are built on Power BI. Using the out-of-the-box model and creating only those metrics that are unique to your organization reduces the risk of metric definitions becoming outdated. Data model customization helps you customize the out-of-the-box standard reports and add your own KPIs (key performance indicators) and custom metrics, so that you can use the data that's most relevant to your organization.Īs new features are added, metric definitions and calculations continually need to be updated to account for additional workflows that are enabled by new features. ![]()
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