{"id":31397,"date":"2022-04-19T16:09:04","date_gmt":"2022-04-19T10:39:04","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=31397"},"modified":"2022-04-19T16:10:51","modified_gmt":"2022-04-19T10:40:51","slug":"customer-service-historical-analytics-report-in-dynamics-365-customer-service-part-2","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2022\/04\/customer-service-historical-analytics-report-in-dynamics-365-customer-service-part-2\/","title":{"rendered":"Customer Service Historical Analytics Report in Dynamics 365 Customer Service \u2013 Part 2"},"content":{"rendered":"<h2><strong>Introduction:<\/strong><\/h2>\n<p>In the previous <a href=\"https:\/\/www.inogic.com\/blog\/2022\/04\/customer-service-historical-analytics-report-in-dynamics-365-customer-service-part1\/\" target=\"_blank\" rel=\"noopener\">blog<\/a>, we already explored the \u201cCustomer Service Historical Analytics\u201d report and the different dashboards available.<\/p>\n<p>Recently, I was going through this <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-service\/summary-dashboard-cs\" target=\"_blank\" rel=\"noopener\">doc<\/a> where different KPIs are listed. I was interested in \u201cAvg. CSAT\u201d and \u201cAvg. survey sentiment\u201d which were not displayed and shown as blank. This made me explore and find out when the data will be updated in these two KPIs.<\/p>\n<p>In this blog, let us have a brief look at the below KPIs and see how they are displayed in the report.<\/p>\n<ul>\n<li><strong> CSAT<\/strong>&#8211; The average customer satisfaction score based on the Customer Voice survey submitted by the customer.<\/li>\n<li><strong> survey sentiment<\/strong>&#8211; The average sentiment score based on Customer Voice survey written feedback submitted by the customer.<\/li>\n<\/ul>\n<p>To view these two KPIs, open \u201cCustomer Service hub\u201d&#8211;&gt;under the \u201cService\u201d area&#8211;&gt; navigate to \u201cInsights\u201d&#8211;&gt;open the \u201cCustomer Service Historical Analytics\u201d.<\/p>\n<p>As you can see in the below screenshot, under the \u201cSummary\u201d dashboard KPIs like \u201cAvg. CSAT\u201d, and \u201cAvg. survey sentiment\u201d are Blank as there are no relevant data available in the organization.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31398\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/1Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"997\" height=\"719\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/1Customer-Service-Historical-Analytics.jpeg 997w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/1Customer-Service-Historical-Analytics-300x216.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/1Customer-Service-Historical-Analytics-768x554.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/1Customer-Service-Historical-Analytics-660x476.jpeg 660w\" sizes=\"(max-width: 997px) 100vw, 997px\" \/><\/p>\n<p><strong>NOTE: <\/strong>For the above KPIs to be displayed on the report, you need to sign up for Dynamics 365 Customer Voice.<\/p>\n<p>For this demonstration, let us assume that you already have \u201cCustomer Voice\u201d integrated into the organization. If you have not integrated it yet then refer to this <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-voice\/sign-up-trial\" target=\"_blank\" rel=\"noopener\">doc<\/a> for information on how to integrate it.<\/p>\n<p>Now, under \u201cCustomer Voice\u201d, create a new project and under it create one survey. You can refer to this <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-voice\/create-survey\" target=\"_blank\" rel=\"noopener\">doc<\/a> for details.<\/p>\n<p>I have created \u201cDemo App Survey\u201d in \u201cCustomer Voice\u201d and added relevant survey questions for tracking the Sentiment and CSAT score as shown below:<\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-31399\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/2Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1207\" height=\"1278\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/2Customer-Service-Historical-Analytics.jpeg 712w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/2Customer-Service-Historical-Analytics-283x300.jpeg 283w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/2Customer-Service-Historical-Analytics-660x699.jpeg 660w\" sizes=\"(max-width: 1207px) 100vw, 1207px\" \/><\/p>\n<p>As shown in the below screenshot, after logging in to \u201cCustomer Voice\u201d I first created a project named \u201cSurvey1\u201d. Under this project, I created a survey named \u201cDemo App Survey\u201d. Next, open the \u201cCustomization\u201d menu (at the rightmost) under which you need to click on \u201cSatisfaction metrics\u201d as shown below:<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31400\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/3Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1425\" height=\"771\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/3Customer-Service-Historical-Analytics.jpeg 1425w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/3Customer-Service-Historical-Analytics-300x162.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/3Customer-Service-Historical-Analytics-1024x554.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/3Customer-Service-Historical-Analytics-768x416.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/3Customer-Service-Historical-Analytics-660x357.jpeg 660w\" sizes=\"(max-width: 1425px) 100vw, 1425px\" \/><\/p>\n<p>There you can create metrics of type \u201cSentiment\u201d and \u201cCSAT\u201d by selecting corresponding metrics and attaching the relevant questions to each metric as shown below:<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31401\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/4Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1167\" height=\"656\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/4Customer-Service-Historical-Analytics.jpeg 1167w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/4Customer-Service-Historical-Analytics-300x169.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/4Customer-Service-Historical-Analytics-1024x576.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/4Customer-Service-Historical-Analytics-768x432.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/4Customer-Service-Historical-Analytics-660x371.jpeg 660w\" sizes=\"(max-width: 1167px) 100vw, 1167px\" \/><\/p>\n<p><strong>Sentiment Metrics creation<\/strong>: While creating \u201cSentimental Metrics\u201d as shown below I have selected below two questions. Now if the user responds to these questions, then that will be captured as their sentiments and displayed in the report as \u201cAvg. survey sentiment\u201d KPI factor in the report.<\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-31402 aligncenter\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/5Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"623\" height=\"412\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/5Customer-Service-Historical-Analytics.jpeg 623w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/5Customer-Service-Historical-Analytics-300x198.jpeg 300w\" sizes=\"(max-width: 623px) 100vw, 623px\" \/><\/p>\n<p><strong>CSAT Metrics creation<\/strong>: While creating \u201cCSAT Metrics\u201d as shown below I have selected one question. Now if the user responds to this question, then that will be captured as their CSAT and displayed in the report as \u201cAvg. CSAT\u201d KPI factor in the report.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31403\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/6Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"611\" height=\"385\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/6Customer-Service-Historical-Analytics.jpeg 611w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/6Customer-Service-Historical-Analytics-300x189.jpeg 300w\" sizes=\"(max-width: 611px) 100vw, 611px\" \/><\/p>\n<p>Now I have both the metrics present as below:<\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-31404 alignnone\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/7Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1229\" height=\"747\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/7Customer-Service-Historical-Analytics.jpeg 1229w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/7Customer-Service-Historical-Analytics-300x182.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/7Customer-Service-Historical-Analytics-1024x622.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/7Customer-Service-Historical-Analytics-768x467.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/7Customer-Service-Historical-Analytics-660x401.jpeg 660w\" sizes=\"(max-width: 1229px) 100vw, 1229px\" \/><\/p>\n<p>The next step is to send the survey. For this, go to the \u201cSend\u201d tab of the created survey as shown below and click on \u201cAutomation\u201d.<\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-31405 aligncenter\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/8Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"667\" height=\"543\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/8Customer-Service-Historical-Analytics.jpeg 667w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/8Customer-Service-Historical-Analytics-300x244.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/8Customer-Service-Historical-Analytics-660x537.jpeg 660w\" sizes=\"(max-width: 667px) 100vw, 667px\" \/><\/p>\n<p>There are many templates available out of which for demonstration purpose, I selected the \u201cSend a survey when a case is resolved in Dynamics 365\u201d template as shown below:<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31406\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/9Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1061\" height=\"465\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/9Customer-Service-Historical-Analytics.jpeg 1061w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/9Customer-Service-Historical-Analytics-300x131.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/9Customer-Service-Historical-Analytics-1024x449.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/9Customer-Service-Historical-Analytics-768x337.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/9Customer-Service-Historical-Analytics-660x289.jpeg 660w\" sizes=\"(max-width: 1061px) 100vw, 1061px\" \/><\/p>\n<p><strong>Use Case:<\/strong><\/p>\n<ul>\n<li>When the case is resolved in Dynamics 365, the customers should receive one feedback form through the survey from where they can send the response.<\/li>\n<\/ul>\n<p><strong>Solution:<\/strong><\/p>\n<ul>\n<li>The POWER AUTOMATE (FLOW) configured with the above survey will trigger when the case is resolved. It will send the customer feedback form over email to the Account or Contact (\u201cCustomer\u201d field on Case) present on the case record.<\/li>\n<li>When case resolved in Dynamics 365;<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31407\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/10Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1209\" height=\"705\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/10Customer-Service-Historical-Analytics.jpeg 1209w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/10Customer-Service-Historical-Analytics-300x175.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/10Customer-Service-Historical-Analytics-1024x597.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/10Customer-Service-Historical-Analytics-768x448.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/10Customer-Service-Historical-Analytics-660x385.jpeg 660w\" sizes=\"(max-width: 1209px) 100vw, 1209px\" \/><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\u201cAlex Wu\u201d customer set on Case receives the email for starting the survey.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31408\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/11Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1106\" height=\"307\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/11Customer-Service-Historical-Analytics.jpeg 1106w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/11Customer-Service-Historical-Analytics-300x83.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/11Customer-Service-Historical-Analytics-1024x284.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/11Customer-Service-Historical-Analytics-768x213.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/11Customer-Service-Historical-Analytics-660x183.jpeg 660w\" sizes=\"(max-width: 1106px) 100vw, 1106px\" \/><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>When \u201cAlex Wu\u201d clicks on the \u201cSTART SURVEY\u201d button, the survey page opens up.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone wp-image-31409\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/12Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"942\" height=\"1042\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/12Customer-Service-Historical-Analytics.jpeg 811w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/12Customer-Service-Historical-Analytics-271x300.jpeg 271w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/12Customer-Service-Historical-Analytics-768x849.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/12Customer-Service-Historical-Analytics-660x730.jpeg 660w\" sizes=\"(max-width: 942px) 100vw, 942px\" \/><\/p>\n<ul>\n<li>When it is filled and submitted accordingly \u201cAvg. CSAT\u201d, and \u201cAvg. survey sentiment\u201d start displaying on the report.<\/li>\n<\/ul>\n<p><strong>NOTE: <\/strong>It won\u2019t be displayed instantly as the report waits for system refresh which you can see through the \u201cLast Updated\u201d date displayed on the report.<\/p>\n<p>Once refreshed, the \u201cAvg. CSAT\u201d, and \u201cAvg. survey sentiment\u201d KPIs and \u201cAvg. CSAT trend\u201d, \u201cAvg. survey sentiment trend\u201d metrics are displayed as shown below:<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31410\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/13Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"927\" height=\"720\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/13Customer-Service-Historical-Analytics.jpeg 927w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/13Customer-Service-Historical-Analytics-300x233.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/13Customer-Service-Historical-Analytics-768x597.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/13Customer-Service-Historical-Analytics-660x513.jpeg 660w\" sizes=\"(max-width: 927px) 100vw, 927px\" \/><\/p>\n<ul>\n<li>On the timeline of resolved case you can find the \u201cCustomer Voice survey invite \u201c and its corresponding \u201cCustomer voice survey response\u201d as shown below:<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31411\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/14Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"821\" height=\"462\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/14Customer-Service-Historical-Analytics.jpeg 821w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/14Customer-Service-Historical-Analytics-300x169.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/14Customer-Service-Historical-Analytics-768x432.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/14Customer-Service-Historical-Analytics-660x371.jpeg 660w\" sizes=\"(max-width: 821px) 100vw, 821px\" \/><\/p>\n<ul>\n<li>If you open the \u201cCustomer voice survey response\u201d record, you can see the \u201cSatisfaction metrics\u201d response where it gets stored:<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-31412\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/15Customer-Service-Historical-Analytics.jpeg\" alt=\"Customer Service Historical Analytics\" width=\"1185\" height=\"592\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/15Customer-Service-Historical-Analytics.jpeg 1185w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/15Customer-Service-Historical-Analytics-300x150.jpeg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/15Customer-Service-Historical-Analytics-1024x512.jpeg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/15Customer-Service-Historical-Analytics-768x384.jpeg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/15Customer-Service-Historical-Analytics-660x330.jpeg 660w\" sizes=\"(max-width: 1185px) 100vw, 1185px\" \/><\/p>\n<p>For more details on how customer surveys invite and response works, please refer this <a href=\"https:\/\/docs.microsoft.com\/en-us\/dynamics365\/customer-voice\/integrate-cv-cs\" target=\"_blank\" rel=\"noopener\">doc<\/a>.<\/p>\n<h2><strong>Conclusion:<\/strong><\/h2>\n<p>In this blog, we explored how the data is displayed in \u201cAvg. CSAT\u201d and \u201cAvg. survey sentiment\u201d KPIs.\u00a0 The KPI summary charts are useful to summarize the key performance indicators for the specified period and the percent change over the period. It helps to evaluate performance and business impact and also to identify inefficiencies in providing the service.<\/p>\n<p><a href=\"https:\/\/www.inogic.com\/product\/productivity-apps\/add-manage-schedule-notifications-alerts-4-dynamics-365-crm\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"aligncenter wp-image-31413 size-full\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/A4D-1.jpg\" alt=\"alerts4dynamics\" width=\"800\" height=\"200\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/A4D-1.jpg 800w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/A4D-1-300x75.jpg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/A4D-1-768x192.jpg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2022\/04\/A4D-1-660x165.jpg 660w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: In the previous blog, we already explored the \u201cCustomer Service Historical Analytics\u201d report and the different dashboards available. Recently, I was going through this doc where different KPIs are listed. I was interested in \u201cAvg. CSAT\u201d and \u201cAvg. survey sentiment\u201d which were not displayed and shown as blank. This made me explore and find\u2026 <span class=\"read-more\"><a href=\"https:\/\/www.inogic.com\/blog\/2022\/04\/customer-service-historical-analytics-report-in-dynamics-365-customer-service-part-2\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[12,16,19,2361],"tags":[2594],"class_list":["post-31397","post","type-post","status-publish","format-standard","hentry","category-customer-service","category-dynamics-365","category-dynamics-crm","category-technical","tag-customer-service-historical-analytics-report"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/31397","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=31397"}],"version-history":[{"count":0,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/31397\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=31397"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=31397"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=31397"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}