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Manage historical analytics reports in Customer Service

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You can configure Customer Service historical analytics to give your service managers a combination of BI analytics and AI insights for their organization. The reports use natural language understanding to automatically detect the language used in your support cases and group related support cases into topics.

By default, the Customer Service historical analytics reports are enabled for the System Administrator and CSR Manager roles. To configure other user roles to access analytics and dashboards, see Configure user access to analytics and dashboards.

The historical reports include:

After you enable the reports, you can access them in one of the following ways:

  • In Customer Service workspace, select the hamburger menu, and then select Customer Service historical analytics in the site map.

  • In Customer Service Hub, in Service, in the site map, select Customer Service historical analytics.

Manage Customer Service historical analytics reports

Use the Customer Service admin center app to enable or disable the reports.

  1. In the site map, select Insights in Operations. The Insights page appears.

  2. For Customer Service historical analytics, select Manage.

  3. On the Customer Service historical analytics page, set the Enable Customer Service historical analytics report toggle to On to enable the reports or set the toggle to Off to disable the reports.

  4. Select Save or Save and Close.

    This configuration also enables AI-discovered topics from cases with default settings.

Enable historical analytics for unified routing

Use the Customer Service admin center app to enable or disable the reports. The metrics are available in the report after 24 hours.

Important

Unified routing must be enabled to enable historical analytics for unified routing. More information: Provision unified routing for Customer Service

  1. In the site map, select Insights in Operations. The Insights page appears.

  2. For Customer Service historical analytics, select Manage. The Customer Service historical analytics page is displayed.

  3. Select the Add historical analytics for unified routing check box.

  4. Select Save and Close.

View Customer Service historical analytics reports

If you customized the Customer Service workspace app, you must complete the following steps to be able to view the reports.

  1. On the Customer Service workspace app tile, select the ellipsis for More Options, and then select Open in App Designer.
  2. Select New.
  3. On the New page dialog, select Dataverse Table for Customer Service historical analytics, and then select Next.
  4. To add a Dataverse table, select the Select existing table option, and then select Customer Service historical analytics.
  5. Select Show in navigation, and then select Add.
  6. From Navigation, select Customer Service historical analytics, and then select Settings.
  7. Enter the following information:
    • Title: Customer Service historical analytics
    • Icon: Select Use web resource.
    • Select icon: msdyn_/Analytics/imgs/CustomerServiceInsights.svg
    • ID: CSHistoricalAnalyticsSubArea
  8. Select Advanced Settings, and then select the following checkboxes:
    • SKU: All, On premise, Live, and SPLA.
    • Client: Web.
  9. Select Save, and then select Publish.

Introduction to Customer Service analytics and insights
Dashboard overview
Knowledge search analytics
Historical analytics for unified routing in Customer Service
Configure user security to resources in an environment
How access to a record is determined