Source note · Contact center KPI definitions and calculation
Dynamics 365 Incoming conversations counts customer-initiated conversations that can be presented to a service representative, and excludes AI agent conversations.
Checked 2026-09-24
- Vendor
- Microsoft
- Product
- Dynamics 365 Customer Service
- Subsystem
- Omnichannel historical analytics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Conversation dashboard in Omnichannel historical analytics — Microsoft · tier 2 current vendor documentation · Report details > KPI table > Incoming conversations (Derivation)
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-ms-incoming-excludes-ai. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-ms-incoming-excludes-ai
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-ms-incoming-excludes-ai,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-ms-incoming-excludes-ai},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-ms-incoming-excludes-ai},
note = {Source note contact-center-kpis-ms-incoming-excludes-ai, checked 2026-09-24}
}