Unlock the power of record routing with real-time analytics


Real-time analytics for record routing in Dynamics 365 Customer Service provides supervisors with insights into key operational metrics, agent activity, and case progress to enhance contact center performance and customer satisfaction. Features include comprehensive reports, enhanced security, seamless work item tracking, and customizable dashboards. Supervisors need the CSR Manager role to access this feature, available in the Copilot Service workspace app. This tool empowers organizations to excel in customer service by making data-driven decisions. Learn more about this feature through the provided documentation.


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