Question

A company is evaluating Dynamics 365 Customer Service Insights. The company decides to use the sample data environment to expedite the evaluation process. You need to recommend a dashboard. Which dashboard should you recommend?

Requirement: View information about agent escalation handling metrics and close rates

Answer 1

The Customer Service Analytics dashboard is the best choice within Dynamics 365 Customer Service Insights for a company looking to examine agent escalation handling metrics and close rates, offering relevant statistics for improving service and performance.

Step-by-step explanation:

The dashboard I would recommend for a company evaluating Dynamics 365 Customer Service Insights with a requirement to view information about agent escalation handling metrics and close rates is the Customer Service Analytics dashboard. This specific dashboard provides insights into how effectively agents are resolving issues and whether cases are being escalated. It includes metrics like the number of cases handled, the escalation rate, average handle time, and case resolution statistics. By analyzing this data, a business can identify patterns related to agent performance and customer satisfaction, and then take appropriate actions to improve service levels.