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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only
Note
Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.
This article provides an overview of the conversation metrics that are available in Dynamics 365 Customer Service that can help you analyze key performance indicators (KPIs). These conversation metrics can help you make strategic decisions, track customer service representative (service representative or representative) and AI agent performance, and improve overall customer satisfaction.
This article also provides detailed guidance about calculating key conversation metrics. By using Power BI reports and Dataverse calculations, you can gain valuable insights into customer service efficiency. Understand the conversation workflow to effectively utilize these metrics and improve customer service operations and decision-making.
Learn more about Session metrics and Service representative metrics.
Total conversations
Applies to Omnichannel real-time and Omnichannel historical dashboards.
Total conversations includes all interactions initiated by customers or representatives and engaged by agents, including ones that might be escalated to service representatives. It's a comprehensive metric that's used to evaluate the performance and effectiveness of agent interactions.
Learn more in conversation states.
DAX query and Dataverse reference
The following Data Analysis Expression (DAX) query and corresponding Dataverse entities are used in the Power BI semantic model. Learn more in DAX queries.
DAX query
Total conversations_FactConversation = CALCULATE(COUNTROWS(FactConversation))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_channel. The channels in the conversation. - msdyn_ocliveworkitem.msdyn_channelinstanceid. Unique identifier to identify the app to which this conversation belongs to. Learn more in msdyn_channelinstanceid. |
| Filters | - Filter the FactConversations table to include only rows from msdyn_ocliveworkitem. - Ensure that msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL. |
Total bot conversations
Applies to Omnichannel real-time and Omnichannel historical dashboards.
Total number of conversations during the selected period involving Voice, IVR, chat, or digital agents, across all statuses (active and closed conversations).
Total Bot Conversations = Bot Deflected Conversations + Bot Escalated Conversations
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Bot conversations_FactSession=CALCULATE(DISTINCTCOUNT(FactSession[ConversationId_FS]))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_ocsession, and msdyn_ocsessionparticipantevent. |
| Attributes | - msdyn_ocsessionparticipantevent.msdyn_eventreason . - msdyn_ocsessionparticipantevent.msdyn_eventtype - msdyn_ocsession.msdyn_sessioncreatedon - msdyn_ocsession.msdyn_channel - msdyn_ocsession.msdyn_channelinstanceid |
| Filters | - Filter the FactSession table to exclude records from msdyn_ocsessionparticipantevent where msdyn_eventreason is '192350001' (in-transit records). - Include records from msdyn_ocsessionparticipantevent where msdyn_eventtype is '192350001' (hold events). - Exclude sessions from msdyn_ocsession where msdyn_sessioncreatedon is empty. - Exclude sessions from msdyn_ocsession where msdyn_channel is '192350000' (Entity Records channel). - Exclude sessions where msdyn_channelinstanceid is NULL (SMS filter). |
Related metrics
Bot deflected conversations: Total number of bot conversations resolved by the bot without escalating to a service representative.
Bot escalated conversations: Total number of bot conversations that were escalated to the service representative.
Incoming conversations
Applies to Omnichannel real-time and Omnichannel historical dashboards.
The total number of inbound conversations that a service representative received directly or are escalated by an AI agent.
In the Summary tab of Omnichannel real-time dashboard, incoming conversations are Total conversations offered.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Incoming conversations_FactConversation = CALCULATE(DISTINCTCOUNTNOBLANK(FactConversation[ConversationId]), FactConversation[IsAgentInvolved] = "1",FactConversation[IsOutbound] <> "1“
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_ocliveworkitem.msdyn_isoutbound - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.msdyn_channelinstanceid - systemuser.msdyn_botapplicationid |
| Filters | - Set IsOutbound to the value of msdyn_ocliveworkitem.msdyn_isoutbound. - Filter the FactConversations table to include only rows from msdyn_ocliveworkitem. - Ensure that msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL. - Determine if an agent is involved by checking if there is at least one session where IsAgentSession is true. - IsAgentSession is set to true if systemuser.msdyn_botapplicationid isn't null. |
Related metric
- Outgoing conversations: The total outbound conversations a representative initiated with a customer.
- Direct service representative: Total number of conversations through any channel (voice or digital) that includes both open, active, and closed conversations for both, inbound and outbound traffic, directly from the representative without involving voice or agent.
Outgoing conversations
Applies to Omnichannel historical dashboards.
The total outbound conversations a representative initiated with a customer.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Outgoing conversations = CALCULATE (DISTINCTCOUNTNOBLANK ( FactConversation[ConversationId] ), FactConversation [IsOutbound] = "1")
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_conversationtopic_conversation.msdyn_conversationid - msdyn_ocliveworkitem.msdyn_isoutbound |
| Filters | - Filter the FactConversations table to include only rows from msdyn_ocliveworkitem. - Ensure that msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL. Conversationid is set to the value of msdyn_conversationtopic_conversation.msdyn_conversationid. - IsOutbound is set to the value of msdyn_ocliveworkitem.msdyn_isoutbound. |
Related metric
- Incoming conversations: The number of incoming conversations directed to service representatives.
- Direct service representative: Total number of conversations through any channel (voice or digital) that includes both open, active, and closed conversations for both, inbound and outbound traffic, directly from the representative without involving voice or agent.
Total conversations handled
Applies to Omnichannel historical dashboards.
An engaged conversation is an interaction where both the customer and representative actively participate. Engagement is measured from the moment the representative accepts the conversation.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
IsEngaged = CALCULATE(TRUE(),FactConversation[IsOffered], FactConversation[IsAgentAccepted] = "1")
| Element | Value |
|---|---|
| Dataverse entities | - msdyn_ocliveworkitem - Systemuser - msdyn_sessionparticipantevent |
| Attributes | - systemuser.msdyn_botapplicationid - msdyn_sessionparticipant.msdyn_joinedon - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.msdyn_channelinstanceid |
| Filters | - Filter the FactConversations table to exclude rows where msdyn_channel is equal to '192350000' and msdyn_channelinstanceid is NULL. - IsAgentInvolved is used if there's atleast one session with IsAgentSession set to true. - IsAgentSession is set to true if systemuser.msdyn_botapplicationid isn't null. - IsAgentAcceptedSession is set as follows: If systemuser.msdyn_botapplicationid is empty or NULL and msdyn_sessionparticipant.msdyn_joinedon isn't empty, then IsAgentAcceptedSession is 1. Otherwise, it's 0. |
Abandoned conversations
Applies to Omnichannel real-time dashboards.
A conversation can be abandoned for multiple reasons. For example, a customer might be disconnected or might cancel the call because of a long waiting period, supervisors might forcibly close requests, or automatic system actions might be configured to handle overflow. Abandoned conversations can lead to customer dissatisfaction. A high abandonment rate requires further investigation into operational metrics such as service representative availability and queue distribution.
If an AI agent or IVR handles the customer before it escalates the request to a service representative, this metric is the number of conversations that were abandoned while customers were waiting for a service representative after the AI agent escalated the request. If a conversation is abandoned before an AI agent can be assigned, the system considers the conversation abandoned.
If a conversation is assigned to service representative's queue directly, this metric is calculated as the number of incoming conversations that were abandoned. The conversation direction is Incoming. The channels that the conversation came in through are Messaging and Voice.
DAX query and Dataverse reference
DAX query
Abandoned conversations = SUMX(FactConversation, IF (FactConversation[IsAbandoned] && FactConversation[StatusCode] == 4 && FactConversation[DirectionCode],1,0))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_liveworkstream |
| Attributes | - msdyn_ocliveworkitem.msdyn_isagentsession - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_liveworkstream.msdyn_streamsource - msdyn_ocliveworkitem.msdyn_isabandoned - msdyn_ocliveworkitem.statuscode - msdyn_ocliveworkitem.msdyn_isoutbound |
| Filters | - msdyn_ocliveworkitem.msdyn_isagentsession is set to 1. - Filter the FactConversations table to include only rows from msdyn_ocliveworkitem where msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_liveworkstream.msdyn_streamsource isn't equal to '192350000'. - msdyn_ocliveworkitem.msdyn_isabandoned is 1. - msdyn_ocliveworkitem.statuscode is 4. - Isoutbound is based on msdyn_ocliveworkitem.msdyn_isoutbound not equal to 1. |
Conversation first wait time
Applies to Omnichannel real-time dashboard.
Conversation first wait time is a measure of the time, in seconds, before a service representative responds to a customer's request. It represents the amount of time the customer spends waiting for the first response from a service representative. Factors such as service representative availability, a high volume of requests, and increased handle time can affect customer wait time. A shorter wait time indicates a faster issue resolution and better support experience.
If an AI agent or IVR handles the customer before it escalates the issue to a service representative, the calculation is based on the time between the point when the AI agent or IVR escalates the incoming conversation to a service representative and the point when the service representative accepts the conversation. If the customer abandons the conversation, the calculation is based on the time between the point when the AI agent or IVR escalates the conversation to a service representative and the point when the customer disconnects the conversation.
If the customer reaches a service representative queue directly, the calculation is based on the time between the point when the customer creates the request and the point when a service representative accepts the conversation. If the customer abandons the conversation, the calculation is based on the time between the point when the customer creates the request and the point when the customer disconnects the conversation.
This metric is available in two formats: seconds and hh:mm:ss.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Conversation first wait time (sec) =
SUMX (FactConversation, IF (NOT FactConversation[DirectionCode], FactConversation[ConversationFirstWaitTimeInSeconds],BLANK ()))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_firstwaitstartedon - msdyn_isagentaccepted - msdyn_isoutbound |
| Filters | - msdyn_ocliveworkitem. isagentaccepted is 1. - msdyn_ocliveworkitem.msdyn_isoutbound != 1 |
Related metrics
- Average conversation first wait time: Average conversation first wait time is the total wait time for customers waiting in the queue divided by the total number of handled conversations.
- Longest wait time: Longest wait time is a measure of the longest first wait time among unaccepted incoming conversations.
- Conversations in queue: The number of conversations waiting for a service representative to be assigned or accept the conversation.
You can use Session wait time metrics to calculate the time spent by customers waiting in individual queues when they're transferred from one service representative to another.
Average conversation first wait time
Applies to Omnichannel historical dashboard.
Average conversation first wait time is the total queue wait time divided by the number of handled conversations.
DAX query and Dataverse reference
DAX query
Avg. conversation first wait time (sec) =
AVERAGEX(FactConversation, IF(NOT FactConversation[DirectionCode], FactConversation[ConversationFirstWaitTimeInSeconds],BLANK() ))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_firstwaitstartedon - msdyn_isagentaccepted - msdyn_isoutbound |
| Filters | - msdyn_ocliveworkitem.isagentaccepted is 1. - msdyn_ocliveworkitem.msdyn_isoutbound != 1 |
Average speed to answer
Applies to Omnichannel real-time and historical dashboards.
Average speed to answer measures how quickly the service team responds to customer requests. It's the total queue wait time (after the conversation is escalated from an AI agent to a service representative) divided by the number of handled conversations. A lower average speed to answer indicates a faster issue resolution and better customer experience.
For an AI agent conversation, this metric measures the time from when the AI agent escalates the incoming conversation to when a service representative accepts it.
If the conversation enters the service representative queue directly, this metric measures the time from when the request is created to when a representative accepts the conversation.
This metric is available in two formats: seconds and hh:mm:ss.
Related metrics
- Service level (10 seconds): The percentage of customer conversations where the speed to answer is less than or equal to 10 seconds. The calculation is similar for 20, 30, 40, 60, and 120 seconds.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. speed to answer (sec)_FactConversation =
CALCULATE (AVERAGE( FactConversation[SpeedToAnswerTime] ),
FactConversation[StatusId] = "4",
FactConversation[IsAgentAccepted] = "1")
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_channel - msdyn_channelinstanceid - statuscode |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL. - msdyn_isagentaccepted is 1 - msdyn_ocliveworkitem.statuscode is set to 4 |
Conversation handle time
Applies to Omnichannel real-time dashboards.
Conversation handle time is the time that service representatives spend actively helping customers and resolving their issues. The system aggregates the time that multiple service representatives spend when they handle a conversation transferred to them. This metric also includes time that service representatives spend wrapping up the conversation after the customer disconnects, and the time spent in updating notes or contact details. The time that subject matter experts or other service representatives spend consulting on the conversation isn't considered.
For chat and digital messaging, a service representative is actively working on a conversation if it's open in the Copilot Service workspace or Contact Service workspace app. When handling multiple conversations, only the time spent on the open tab is factored in the handle time calculation.
For the Voice report, this metric is the sum of total talk time, total hold time, and total active wrap-up time or after-call work, divided by the number of calls handled, where:
For the Chat report, this metric is the sum of the active chat time and active wrap-up time, divided by the number of chats handled, where:
This metric can be viewed in two formats: seconds and hh:mm:ss.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Conversation handle time (sec) = SUM(FactConversation[ConversationHandleTimeInSeconds])
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_conversationhandletimeinseconds - For Voice: msdyn_sessionparticipant.msdyn_talktime + msdyn_sessionparticipant.msdyn_holdtime + msdyn_sessionparticipant.msdyn_activewrapuptime - For Chat: msdyn_sessionparticipant.msdyn_activetime + msdyn_sessionparticipant.msdyn_activewrapuptime |
| Attributes | - msdyn_ocliveworkitem.msdyn_isagentsession - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_liveworkstream.msdyn_streamsource - msdyn_ocliveworkitem.msdyn_conversationhandletimeinseconds. |
| Filters | - Filter the FactConversations table to include only rows where msdyn_isagentsession is equal to 1. - Ensure that msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_streamsource is'192350000'. - ConversationHandleTimeInSeconds is obtained from msdyn_conversationhandletimeinseconds. |
Related metric:
Average conversation handle time
Applies to Omnichannel real-time and Omnichannel historical dashboards.
The average duration of a single customer interaction. This metric represents the total handle time divided by the number of conversations handled. Learn more about voice and chat conversations in Conversation handle time.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. handle time (min) = CALCULATE(AVERAGE(FactConversation[HandleTime]) / 60.00, FactConversation[StatusId] = "4", FactConversation[IsAgentAccepted]="1")
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_conversationhandletimeinseconds - For Voice: msdyn_sessionparticipant.msdyn_talktime + msdyn_sessionparticipant.msdyn_holdtime + msdyn_sessionparticipant.msdyn_activewrapuptime - For Chat: msdyn_sessionparticipant.msdyn_activetime + msdyn_sessionparticipant.msdyn_activewrapuptime |
| Attributes | - msdyn_ocliveworkitem.statuscode |
| Filters | - For Fact Session use following filters: - Exclude records from msdyn_ocsessionparticipantevent table where msdyn_eventreason is '192350001' (in-transit records). Include records from msdyn_ocsessionparticipantevent table where msdyn_eventtype is '192350001' (hold events). Exclude sessions from msdyn_ocsession table where msdyn_sessioncreatedon is empty and msdyn_channel is '192350000' (Entity Records channel). Include sessions where msdyn_channelinstanceid is NULL (SMS filter). ConversationStatusId is '4'. ConversationIsAgentAccepted is '1' - For ActiveTimeInSeconds use the following filter: If ActiveTimeInSeconds is empty, set it to '0'. - For IsAgentAccepted in DAX use the following filter: If IsAgentAcceptedSession is empty, set it to '0'. - For IsAgentAcceptedSession in DAX refer to the following DV entities: If systemuser.msdyn_botapplicationid is empty or NULL and msdyn_sessionparticipant.msdyn_joinedon isn't empty, set IsAgentAcceptedSession to 1. Otherwise, set IsAgentAcceptedSession to 0. |
Average conversation hold time
Applies to Omnichannel real-time and Omnichannel historical dashboards.
The average hold time per conversation in seconds. If multiple service representatives handled the conversation, the hold time across all the service representatives is aggregated. This metric is calculated by dividing the total hold time for all conversations by the total number of handled conversations.
There are several reasons why a service representative might put a customer on hold. For example, the service representative might have to gather more information or research an issue, perform tasks that don't require interaction (for example, entering data into a system), or work on an offline task. A long hold time can cause customer frustration and might lead to a poor customer experience.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. conversation hold time (min) = AVERAGE(FactConversation[HoldTime])/60.00
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_eventstarttime - msdyn_eventendtime - msdyn_channel - msdyn_channelinstanceid |
| Filters | Filter the FactConversations table to include only rows where msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL (SMS filter). Holdtime is calculated based on the duration between msdyn_eventstarttime and msdyn_eventendtime |
Average conversation talk time
Applies to Omnichannel real-time and Omnichannel historical dashboards.
The average time, in seconds, that service representatives spent actively conversing with customers on the phone for voice conversations. If multiple service representatives handled the conversation, the conversation talk time is aggregated across all the service representatives. This metric is calculated by dividing the total talk time for all customer requests by the total number of handled conversations.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. conversation talk time (min) = AVERAGE(FactConversation[TalkTime])/60.00
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_eventstarttime - msdyn_eventendtime - msdyn_channel - msdyn_channelinstanceid |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL (SMS filter). - Talktime is calculated based on the duration between msdyn_eventstarttime and msdyn_eventendtime. If HoldTime is NULL, then TalkTime is equal to ActiveTimeInSeconds. If HoldTime isn't NULL and ActiveTimeInSeconds isn't NULL, then TalkTime is equal to ActiveTimeInSeconds minus HoldTime. If neither of the above conditions are met, then TalkTime is set to 0. |
Related metric
- Conversation talk time: Conversation talk time is calculated based on the total talk time across all conversations.
Average conversation time
Applies to Omnichannel real-time and Omnichannel historical dashboards.
The average time, in seconds, a customer spends with a service representative, including wait time.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. conversation time (min) =
IF (
//If filtered by Conversation status and status is not Closed, show blank
ISFILTERED (FactConversation[StatusId] ) && SELECTEDVALUE ( FactConversation[StatusId] ) <> "4",BLANK (),CALCULATE (AVERAGE ( FactConversation[_ConversationTime] ),
FactConversation[IsOffered],FactConversation[StatusId] = "4”))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_closedon - msdyn_createdon - msdyn_channel - msdyn_channelinstanceid |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL. - msdyn_ocliveworkitem.statuscode is set to 4. - IsAgentSession is set to true. IsAgentInvolved is used if there's atleast one session with IsAgentSession set to true. - ConversationTimeInSeconds is calculated based on the duration between msdyn_closedon and msdyn_createdon. - IsAgentAcceptedSession is set as follows: If systemuser.msdyn_botapplicationid is empty or NULL. |
Related metric
- Conversation time: Conversation time is the duration from when a customer starts a request until a service representative completes the conversation.
Average conversation wrap-up time
Applies to Omnichannel real-time and Omnichannel historical dashboards.
Average conversation wrap-up time is a measure of the average time that a service representative spends completing any necessary tasks after the customer disconnects. These tasks might include documenting the conversation, updating notes, or updating the customer's information. This metric measures the time from the start of wrap-up to when the service representative closes the conversation. If multiple representatives handled the conversation, only the last representative's wrap-up time is counted.
This metric can be viewed in two formats: seconds and hh:mm:ss.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. conversation wrap-up time (min) =
IF (//If filtered by Conversation status and status is not Closed, show blank
ISFILTERED ( FactConversation[StatusId] )
&&SELECTEDVALUE(FactConversation[StatusId] ) <> "4",BLANK (), CALCULATE(DIVIDE(IF(SUM (FactConversation[_WrapupTime] ) = BLANK(),0,SUM(FactConversation[_WrapupTime])),COUNTROWS (FactConversation),
BLANK ()), FactConversation[IsOffered],
FactConversation[IsAgentAccepted] = "1"))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_closedon - msdyn_createdon - msdyn_channel - msdyn_channelinstanceid |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channel isn't equal to '192350000' and msdyn_channelinstanceid is NULL. - msdyn_ocliveworkitem.statuscode isn't set to 4. - IsAgentSession is set to true. IsAgentInvolved is used if there's atleast one session with IsAgentSession set to true. - IsAgentAcceptedSession is set as follows: If systemuser.msdyn_botapplicationid is empty or NULL. |
Active conversations awaiting service representative acceptance
Applies to Omnichannel real-time dashboards.
The number of conversations with service representatives assigned and customers waiting for the service representative to accept and join the conversation. The conversations revert to Open state if the service representative rejects the request.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Active conversations awaiting agent acceptance =
SUMX (FactConversation,
IF (FactConversation[statuscode] = 2
&& (FactConversation[StatusChangeReason]== 192350002 || FactConversation[StateReason] == "Agent assigned, awaiting acceptance"),1,0 ))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_ocliveworkitem.msdyn_statuschangereason - msdyn_ocliveworkitem.msdyn_statereason - msdyn_ocliveworkitem.statuscode |
| Filters | - msdyn_ocliveworkitem.msdyn_statuschangereason = 192350002 (AwaitingAgentAcceptance) or msdyn_ocliveworkitem.msdyn_statereason = Agent assigned, awaiting acceptance -msdyn_ocliveworkitem.statuscode is set to 2. |
Active conversations with service representative acceptance
Applies to Omnichannel real-time dashboards.
The total number of active service representative conversations. Includes conversations that were assigned to a service representative, accepted and actively engaged by the representative. Includes all inbound and outbound conversations across all channels (digital, voice, and cases).
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Active conversations with agent acceptance =
SUMX (FactConversation,
IF (FactConversation[statuscode] = 2&& (FactConversation[StatusChangeReason] == 192350003 ||FactConversation[StateReason] == "In conversation"), 1, 0 ))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_ocliveworkitem.msdyn_statuschangereason - msdyn_ocliveworkitem.msdyn_statereason - msdyn_ocliveworkitem.statuscode |
| Filters | - msdyn_ocliveworkitem.msdyn_statuschangereason = 192350003 (InConversation) or msdyn_ocliveworkitem.msdyn_statereason = "In conversation". - msdyn_ocliveworkitem.statuscode is set to 2. |
Waiting conversations
Applies to Omnichannel real-time dashboards.
The number of conversations that are currently in a Waiting state.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Waiting conversations =
SUMX ( FactConversation, IF ( FactConversation[statuscode] == 3, 1, 0 ) )
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | msdyn_ocliveworkitem.statuscode |
| Filters | msdyn_ocliveworkitem.statuscode is set to 3. |
Wrap-up conversations
Applies to Omnichannel real-time dashboards.
Wrap-up conversations is a count of conversations that are currently in the Wrap-up state.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Wrap-up conversations = SUMX ( FactConversation, IF ( FactConversation[statuscode] == 5, 1, 0 ) )
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | msdyn_ocliveworkitem.statuscode |
| Filters | msdyn_ocliveworkitem.statuscode is set to 3. |
Related metric
- Agents in wrap-up conversations: Number of representatives handling conversations that are in wrap-up state.
Abandoned rate
Applies to Omnichannel real-time and Omnichannel historical dashboards.
The abandoned rate refers to the percentage of incoming conversation requests that are terminated before a representative engages with the customer. This can happen in both representative and AI agent scenarios. There are two primary types:
- Abandoned before assignment: The customer leaves before being assigned to a representative.
- Abandoned after assignment: The customer is assigned to a representative but disconnects before the representative accepts the conversation.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Abandon rate_FactConversation =
var abandoned = CALCULATE(FactConversation[Incoming conversations_FactConversation], FactConversation[IsOffered], NOT FactConversation[IsAgentAccepted])
var source = FactConversation[Incoming conversations_FactConversation]
var rate = DIVIDE(abandoned, source, 0)
return
IF(ISBLANK(rate), 0, rate)
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, systemuser |
| Attributes | - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.msdyn_isoutbound - systemuser.msdyn_botapplicationid |
| Filters | - Filter the FactConversations table to include only rows where, msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_channel is'192350000, which have atleast one [systemuser.msdyn_botapplicationid != null ] - Direction is defined by msdyn_isoutbound and not to set 1. |
Average time to abandon (sec)
Applies to Omnichannel real-time dashboards.
Average time to abandon (sec) measures how long, on an average, a customer waits before abandoning a conversation, before being connected to a representative. This metric captures the average duration (in seconds).
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. time to abandon (sec) = AVERAGEX (FactConversation, IF (FactConversation[IsAbandoned] && FactConversation[StatusCode] == 4 && NOT FactConversation[DirectionCode], DATEDIFF(FactConversation[FirstWaitStartedOn], FactConversation[ClosedOn], SECOND),BLANK ()))
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_liveworkstream |
| Attributes | - msdyn_ocliveworkitem.msdyn_statuscode - msdyn_liveworkstream.msdyn_isabandoned - msdyn_ocliveworkitem.msdyn_isoutbound - msdyn_ocliveworkitem.msdyn_firstwaitstartedon msdyn_ocliveworkitem.msdyn_closedon |
| Filters | - Filter the FactConversations table to include only rows where statuscode is 4, msdyn_isabandoned is set to 1. - Direction is defined by msdyn_isoutbound and not set to 1. Avg. time to abandon (sec) is defined by date difference between msdyn_ocliveworkitem.msdyn_firstwaitstartedon and msdyn_ocliveworkitem.msdyn_closedon |
Average conversation active time
Applies to Omnichannel historical dashboards.
Average conversation active time measures the actual time spent by an agent actively handling a conversation, either through chat or voice, across all sessions. Passive durations such as hold time or inactive wrap-up time aren't considered.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. conversation active time (min) = CALCULATE(AVERAGE(FactConversation[ActiveTimeInSeconds]) / 60.00, FactConversation[StatusId] = "4", FactConversation[IsAgentAccepted]="1")
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_sessionparticipant |
| Attributes | - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.statuscode - msdyn_sessionparticipant.msdyn_joinedon |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_channel is'192350000’ . - Include msdyn_ocliveworkitem.statuscode set to 4. - ActiveTimeInMinutes is calculated by msdyn_sessionparticipant.msdyn_joinedon set 1. |
Average conversation inactive time (min)
Applies to Omnichannel historical dashboards.
The metric refers to the average amount of time during a conversation when an agent isn't actively engaged with the customer. This is especially relevant in chat and digital messaging channels, where agents often handle multiple sessions concurrently. Inactive time is the duration when a conversation is open but the agent isn't focused on it—either because they’ve switched to another session or aren't interacting with the customer.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. conversation inactive time (min) = CALCULATE(AVERAGE(FactConversation[InActiveTimeInSeconds]) / 60.00, FactConversation[StatusId] = "4", FactConversation[IsAgentAccepted]="1")
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_sessionparticipant |
| Attributes | - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.msdyn_statuscode - msdyn_sessionparticipant.msdyn_joinedon - msdyn_sessionparticipant.msdyn_inactivetime |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_channel is'192350000’ . - Include msdyn_ocliveworkitem.statuscode set to 4. - InactiveTimeInSeconds is calculated by msdyn_sessionparticipant.msdyn_inactivetime and isAgentAccepted set to 1 or msdyn_sessionparticipant.msdyn_joinedon. |
Average first response time
Applies to Omnichannel real-time and Omnichannel historical dashboards.
Average first response time measures how quickly agents acknowledge or begin engaging with customers. It's measured in seconds or minutes and is used to assess the efficiency of initial engagement.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Avg. time for first response (min) = CALCULATE (AVERAGE (FactConversation[FirstResponseTime] ) / 60.00,FactConversation[IsOutbound] <> "1")
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_ocliveworkitem.msdyn_channel |
| Filters | - Filter the FactConversations table to include only rows where msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_channel is'192350000’. - msdyn_ocliveworkitem.msdyn_isoutbound isn't set to 1. |
Transfer rate
Applies to Omnichannel historical dashboards.
Transfer rate refers to the percentage of customer conversations that are transferred from one representative to another, an agent to a live representative, or one department or queue to another. This metric is expressed as a percentage of total conversations.
Transfer Rate (%) = (Number of Transferred Conversations / Total Conversations) × 100
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
Transfer rate_FactConversation = var rate = CALCULATE(FactConversation[_TransferedConversationCount]
/ FactConversation[Totalconversations_FactConversation], FactConversation[StatusId] = "4", FactConversation[IsAgentAccepted] = "1") return
IF(ISBLANk(rate) && NOT(ISBLANK([Total
conversations_FactConversation])), 0, rate)
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem, msdyn_sessionparticipant, systemuser |
| Attributes | - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkitem.statuscode - msdyn_ocliveworkite.msdyn_transfercount msdyn_sessionparticipant.msdyn_joinedon - systemuser.msdyn_botapplicationid |
| Filters | - Filter the FactConversations table to include only rows where Ensure that msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_channel is'192350000’. - Include msdyn_ocliveworkitem.statuscode set to 4. - Ensure that systemuser.msdyn_botapplicationid AND msdyn_sessionparticipant.msdyn_joinedon isn't null. - IsAgentAcceptedSession is set as follows: If systemuser.msdyn_botapplicationid is empty or NULL and msdyn_sessionparticipant.msdyn_joinedon isn't empty, then IsAgentAcceptedSession is 1. Otherwise, its 0. -Transfer rate is defined by msdyn_ocliveworkitem.msdyn_transfercount > 0. |
Transfer conversation count
Applies to Omnichannel historical dashboards.
Transfer conversation count is the number of conversations handed off from one representative to another representative, a representative to a queue, a representative to a PSTN number or Teams user.
DAX query and Dataverse reference
The following DAX query and the corresponding Dataverse entities are used in the Power BI semantic model.
DAX query
TransferedConversationCount = CALCULATE(COUNTROWS(FactConversation), FactConversation[TransferCount] >0)
| Element | Value |
|---|---|
| Dataverse entities | msdyn_ocliveworkitem |
| Attributes | - msdyn_ocliveworkitem.msdyn_channelinstanceid - msdyn_ocliveworkitem.msdyn_channel - msdyn_ocliveworkite.msdyn_transfercount |
| Filters | - Filter the FactConversations table to include only rows where Ensure that msdyn_channelinstanceid is NULL. - Exclude rows where msdyn_channel is'192350000’. - Transfer count is defined by msdyn_ocliveworkite.msdyn_transfercount > 0. |