Customer Service Analytics and Insights Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service Analytics and Insights flashcards as text
What is the 'Agent Insights' dashboard used for in Dynamics 365 Customer Service?
Answer: Providing agents with personalized performance metrics like CSAT, resolution rate, and handle time
Agent Insights dashboards show individual agents their own performance metrics, helping them understand where they excel and where they can improve.
What does 'abandonment rate' measure in Omnichannel analytics?
Answer: The percentage of customers who left a queue or chat without connecting to an agent
Abandonment rate tracks how many customers disconnected or left the queue before being connected to an agent, signaling potential staffing or wait time issues.
How are 'custom dashboards' created in Dynamics 365 Customer Service?
Answer: By administrators and users with appropriate permissions using chart and view combinations in the dashboard designer
Custom dashboards are built using the Dynamics 365 dashboard designer, where users select charts and views to create personalized analytics views tailored to specific roles or needs.
What is 'wrap-up time' in contact center analytics?
Answer: The time agents spend completing post-interaction tasks after a conversation ends, before accepting the next interaction
Wrap-up time is the period after a conversation ends where agents complete notes, update records, and finalize activities before the system marks them available for new interactions.
What does the 'SLA compliance report' in Dynamics 365 Customer Service show?
Answer: The percentage of cases where SLA KPI targets were met versus missed, by team, queue, or agent
SLA compliance reports show the rate at which cases met their response and resolution time targets, helping managers identify underperforming teams or processes.
How does 'topic analysis' help customer service managers in Dynamics 365?
Answer: It categorizes case patterns into named topics to show which issues are most common and causing the most volume
Topic analysis groups cases by detected themes, revealing the highest-volume issue areas and enabling managers to prioritize process improvements and knowledge content.
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