Conversation dashboard in Omnichannel historical analytics

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/dynamics365/customer-service/use/oc-conversation-dashboard

Published

2026-01-28

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Microsoft Learn content, CC BY 4.0 for docs text per MicrosoftDocs repo; verify; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Dynamics 365 Conversation dashboard defines Abandon rate as the percentage of conversations not engaged by service representatives. in context
• Dynamics 365 Avg. handle time is the average total conversation active time across engaged conversations. in context
• Dynamics 365 Avg. speed to answer is the average time customers waited in queue before connecting to a service representative (time to acceptance), and considers engaged and closed conversations. in context
• Dynamics 365 Avg. wait time differs from Avg. speed to answer because it includes the wait time from every session within a conversation. in context
• By default, the Dynamics 365 Conversation dashboard shows KPIs for the past month across all channels, queues and service representatives, and filters persist across dashboards. in context
• Dynamics 365 Incoming conversations counts customer-initiated conversations that can be presented to a service representative, and excludes AI agent conversations. in context
• Dynamics 365 Transfer rate is the percentage of conversations transferred to another service representative or queue. in context

Cite this source record

APA

WarmTransfer. (2026, January 28). Conversation dashboard in Omnichannel historical analytics. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-d365-oc-conversation-dashboard

BibTeX

@misc{warmtransfer-ms-learn-d365-oc-conversation-dashboard,
  title  = {Conversation dashboard in Omnichannel historical analytics},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-d365-oc-conversation-dashboard},
  note   = {Microsoft, accessed 2026-09-24}
}