![Dynamics 365 Contact Center – Use enhanced analytics for voicemail and direct callback [MC1055726]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-steve-26125330-1024x683.webp)
Message ID: MC1055726
We are announcing the Use enhanced analytics for voicemail and direct callback feature for Dynamics 365 Contact Center. This feature will enhance the existing analytics data model to provide insights into calls that overflow and are handled by voicemail or direct callback. This feature will reach general availability on May 5th, 2025.
How does this affect me?
Currently, analytics aren’t available to track direct callback, voicemail and any other overflow activity. Supervisors lack insights into conversations that go through overflows leading up to voicemails or callbacks. Now, analytics for voicemails and direct callback actions for overflows will give supervisors insights into these overflow actions via custom reporting and help them plan efficiently.
The new metrics supported via improved data model for overflow actions reporting help in the following ways:
For Voicemails
- Conversations that resulted in a voicemail.
- Voicemail left during business hours vs. outside-of-business hours.
- Voicemail left for individual or group.
For Direct callback and general overflow actions
- List conversations with overflow action of any type that triggered direct callback.
- Identify the time the overflow action was triggered.
- Identify whether the customer accepted the callback option and the time it was accepted.
- Identify when callback was initiated by the system.
- Identify if and when the callback notification was accepted by a service representative.
Identify the overflow condition that’s triggered, before work items are queued, when work items are queued, or out of operation hours.
What do I need to do to prepare?
This message is for awareness and no action is required.
Source: Microsoft
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The recent announcement regarding the enhanced analytics for voicemail and direct callback in Dynamics 365 Contact Center is certainly a game-changer. For admins, this means no more guessing games when it comes to understanding overflow calls. The new metrics will provide valuable insights into how often voicemails are left during business hours versus after hours, and whether they’re for individuals or groups. This data is like having a crystal ball that helps supervisors plan more effectively and allocate resources where they’re needed most.
For users, this enhancement will streamline their experience. No one enjoys being left in the dark, especially when it comes to callbacks. With the ability to track when overflow actions are triggered, and whether customers are accepting callback options, users can expect a more responsive and efficient service. Less waiting around means happier customers, and who doesn’t want that?
The impact of these changes will be significant. Improved data visibility will empower both admins and users to make informed decisions and enhance overall operational efficiency. Plus, it might just save a few trees by reducing the amount of paper used for reports – talk about eco-friendly!
As we look forward to May 5th, 2025, I encourage everyone to share their thoughts on this update. How do you think these enhanced analytics will change the game for your team? Let’s hear your insights and experiences below! For more discussions and updates, check out additional posts at mwpro.co.uk.