How does Channel Analytics help?
- It generates instrumentation for agent behavior on the Dynamics 365.
- It provides APIs to ingest the conversational data into the common data services.
- It standardizes schema for how the aforementioned analytical data will be stored
- It defines mechanism to correlate the communication data from multiple providers, CRM transactional data and agent behavior data.
- It is extensible, in the sense that it allows you to bring your own KPIs, define your own data payload so that organizations can build analytical solutions as per their need.