{"id":13669,"date":"2025-11-07T07:01:23","date_gmt":"2025-11-06T22:01:23","guid":{"rendered":"https:\/\/m365jp.net\/?p=13669"},"modified":"2025-11-07T07:08:17","modified_gmt":"2025-11-06T22:08:17","slug":"mc1183553-dynamics-365-contact-center-advanced-voice-and-chat-agent-analytics-on-omnichannel-historical-bot-dashboard","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2025-11-07-mc1183553-dynamics-365-contact-center-advanced-voice-and-chat-agent-analytics-on-omnichannel-historical-bot-dashboard","title":{"rendered":"MC1183553 | Dynamics 365 Contact Center &#8211; Advanced Voice and Chat Agent Analytics on Omnichannel Historical Bot Dashboard"},"content":{"rendered":"<div class=\"postie-post\">\n<div>\n<hr>\n<table id=\"section\">\n<tbody>\n<tr>\n<th width=\"95%\">MC1183553 | Dynamics 365 Contact Center &#8211; Advanced Voice and Chat Agent Analytics on Omnichannel Historical Bot Dashboard<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<hr>\n<table id=\"data\">\n<tbody>\n<tr>\n<th>Classification<\/th>\n<td>stayInformed<\/td>\n<\/tr>\n<tr>\n<th>Last Updated<\/th>\n<td>11\/06\/2025 21:57:56<\/td>\n<\/tr>\n<tr>\n<th>Start Time<\/th>\n<td>11\/06\/2025 21:56:59<\/td>\n<\/tr>\n<tr>\n<th>End Time<\/th>\n<td>01\/06\/2026 21:56:00<\/td>\n<\/tr>\n<tr>\n<th>Message Content<\/th>\n<td>We are announcing advanced voice and chat agent analytics on the Omnichannel Historical Bot Dashboard in Dynamics 365 Contact Center. This feature will reach general availability on December 5, 2025.<\/p>\n<p>  <b>How does this affect me?<\/b><br \/>  This feature enhances the existing Omnichannel for Customer Service Historical Bot Dashboard to support:<\/p>\n<p>  <b>Segmenting KPIs using user defined Reporting Variable:<\/b><br \/>  Reporting variables allow organizations to introduce business-specific dimensions (e.g., Line of Business, region, campaign) without engineering effort. Once configured, the Omnichannel Historical dashboard under the Bot page can be customized with these user-defined   dimensions and metrics, enabling granular analysis of KPIs such as deflection, escalation rate, and containment.<\/p>\n<p>  <b>Capturing exit patterns at question prompts to gauge KPI impact:<\/b><br \/>  When the Advanced Bot Analytics option is enabled in the Copilot Service Admin Center &gt; Insights &gt; Omnichannel Historical dashboard, users can analyze metrics related to exit patterns from question nodes and identify the reasons for escalations originating   from those nodes within the Omnichannel Historical Bot dashboard.<\/p>\n<p>  <b>What action do I need to take?<\/b><br \/>  This message is for awareness, and no action is required.<\/td>\n<\/tr>\n<tr>\n<th>Machine Translation<\/th>\n<td>Dynamics 365 Contact Center \u306e\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5c65\u6b74\u30dc\u30c3\u30c8 \u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3067\u3001\u9ad8\u5ea6\u306a\u97f3\u58f0\u304a\u3088\u3073\u30c1\u30e3\u30c3\u30c8 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u5206\u6790\u3092\u767a\u8868\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f\u30012025 \u5e74 12 \u6708 5 \u65e5\u306b\u4e00\u822c\u63d0\u4f9b\u3055\u308c\u308b\u4e88\u5b9a\u3067\u3059\u3002<\/p>\n<p>  <b>\u3053\u308c\u306f\u79c1\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u304b?<\/b><br \/>  \u3053\u306e\u6a5f\u80fd\u306b\u3088\u308a\u3001\u65e2\u5b58\u306e Customer Service \u7528\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5c65\u6b74\u30dc\u30c3\u30c8 \u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u304c\u5f37\u5316\u3055\u308c\u3001\u4ee5\u4e0b\u304c\u30b5\u30dd\u30fc\u30c8\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>  <b>\u30e6\u30fc\u30b6\u30fc\u5b9a\u7fa9\u306e\u30ec\u30dd\u30fc\u30c8\u5909\u6570\u3092\u4f7f\u7528\u3057\u305f KPI \u306e\u30bb\u30b0\u30e1\u30f3\u30c8\u5316:<\/b><br \/>  \u30ec\u30dd\u30fc\u30c8\u5909\u6570\u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u7d44\u7e54\u306f\u30a8\u30f3\u30b8\u30cb\u30a2\u30ea\u30f3\u30b0\u306e\u52b4\u529b\u3092\u5fc5\u8981\u3068\u305b\u305a\u306b\u3001\u30d3\u30b8\u30cd\u30b9\u56fa\u6709\u306e\u30c7\u30a3\u30e1\u30f3\u30b7\u30e7\u30f3 (\u57fa\u5e79\u696d\u52d9\u3001\u5730\u57df\u3001\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u306a\u3069) \u3092\u5c0e\u5165\u3067\u304d\u307e\u3059\u3002\u69cb\u6210\u304c\u5b8c\u4e86\u3059\u308b\u3068\u3001\u30dc\u30c3\u30c8 \u30da\u30fc\u30b8\u306e\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5c65\u6b74\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3092\u3053\u308c\u3089\u306e\u30e6\u30fc\u30b6\u30fc\u5b9a\u7fa9\u306e\u30c7\u30a3\u30e1\u30f3\u30b7\u30e7\u30f3\u3068\u30e1\u30c8\u30ea\u30c3\u30af\u3067\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3067\u304d\u3001\u305f\u308f\u307f\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3 \u30ec\u30fc\u30c8\u3001\u5c01\u3058\u8fbc\u3081\u306a\u3069\u306e KPI \u3092\u304d\u3081\u7d30\u304b\u304f\u5206\u6790\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>  <b>\u8cea\u554f\u30d7\u30ed\u30f3\u30d7\u30c8\u3067\u306e\u7d42\u4e86\u30d1\u30bf\u30fc\u30f3\u3092\u30ad\u30e3\u30d7\u30c1\u30e3\u3057\u3066\u3001KPI \u306e\u5f71\u97ff\u3092\u6e2c\u5b9a\u3057\u307e\u3059\u3002<\/b><br \/>  Copilot Service \u7ba1\u7406\u30bb\u30f3\u30bf\u30fc &gt; Insights &gt; \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5c65\u6b74\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3067 \u9ad8\u5ea6\u306a\u30dc\u30c3\u30c8\u5206\u6790 \u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u6709\u52b9\u306b\u3059\u308b\u3068\u3001\u30e6\u30fc\u30b6\u30fc\u306f\u8cea\u554f\u30ce\u30fc\u30c9\u304b\u3089\u306e\u7d42\u4e86\u30d1\u30bf\u30fc\u30f3\u306b\u95a2\u9023\u3059\u308b\u30e1\u30c8\u30ea\u30c3\u30af\u3092\u5206\u6790\u3057\u3001\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5c65\u6b74\u30dc\u30c3\u30c8 \u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u5185\u306e\u305d\u308c\u3089\u306e\u30ce\u30fc\u30c9\u304b\u3089\u767a\u751f\u3057\u305f\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u7406\u7531\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>  <b>\u3069\u306e\u3088\u3046\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u304b?<\/b><br \/>  \u3053\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u8a8d\u8b58\u306e\u305f\u3081\u306e\u3082\u306e\u3067\u3042\u308a\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u306f\u5fc5\u8981\u3042\u308a\u307e\u305b\u3093\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MC1183553 | Dynamics 365 Contact Center &#8211; Advanced Voice and Chat Agent Analytics on Omnichannel Histori [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-13669","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/13669","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=13669"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/13669\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=13669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=13669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=13669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}