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Learn moreView and understand Omnichannel Ongoing Conversations Dashboard
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
The Omnichannel Ongoing Conversations dashboard provides information on the conversations that are handled by customer service representatives (service representatives or representatives) and are in the active, open, wrap up, and waiting status in your organization.
Note
We recommend that you use the Ongoing conversation report in Omnichannel real-time analytics dashboard which provides a holistic view of the conversations in real time. You can filter a conversation by service representative or queue and assign, tranfer, monitor, and force close conversations.
With the Omnichannel Ongoing Conversations dashboard, you can view conversation details, such as customer, service representative assigned, subject, queue, and activity status. The data in the dashboard is auto refreshed in near real time.
Further, you can filter the conversations using the Filter by queues or Filter by agents option to create a personalized view of the queues or the group of service representatives you want to monitor or track. Select the queues or service representatives for which you want to view the conversations and then select Apply. The filter is applied, and conversations are displayed based on the selection. Select Save to set this filter as default and when you sign in to Omnichannel for Customer Service, you view conversations based on your saved filter.
Note
- The Ongoing Conversations dashboard is view only and you can't perform any actions such as open, edit, or delete on this dashboard.
- The status icon in the Active Agent column of the dashboard doesn't pertain to a service representative's online presence in Omnichannel. The status is displayed based on your Microsoft Teams or Skype for Business integration settings with Microsoft Dynamics 365. The administrator can turn off the presence in the system settings for Dynamics 365.
The Omnichannel Ongoing Conversations dashboard is available in:
Open the Unified Service Desk client application.
Sign in with your supervisor credentials.
Note
To learn more, see Sign in to Unified Service Desk – Omnichannel for Customer Service.
Select the Conversations tab.
The Omnichannel Ongoing Conversations dashboard displays the list of conversations that you and service representatives are handling.
Go to https://YourOrganization.dynamics.com/apps and select Customer Service workspace on the Apps page.
Select the Omnichannel Ongoing Conversations Dashboard tab.
The Omnichannel Ongoing Conversations dashboard displays the list of conversations that you and service representatives are handling.
Additional resources
Training
Module
Get started with Omnichannel for Customer Service - Training
With Omnichannel for Dynamics 365 Customer Service, representatives can service multiple customers across different channels directly from within their Dynamics 365 environment. This module introduces the features and functionality of Omnichannel.
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.