Enhance supervisor visibility by monitoring waiting chats in Dynamics 365 Contact Centre

Enhance supervisor visibility by monitoring waiting chats (Improving insights and management for asynchronous conversations in Dynamics 365 Contact Center).

Real-time User Journey

This journey illustrates how a supervisor manages “Waiting” conversations to prevent customer abandonment:

1. Asynchronous Shift: An agent is handling a chat regarding a complex insurance claim. They ask the customer to upload documents and move the conversation to a Waiting state.
2. Agent Log-off: The agent’s shift ends while the chat is still in the waiting state.
3. Supervisor Review: The Supervisor opens the Omnichannel Real-time Analytics Dashboard. Unlike before, they can now see a list of conversations currently in the “Waiting” status.
4. Transcript Monitoring: The Supervisor clicks Monitor on a specific waiting chat. They review the live transcript and see how long the customer has been waiting for a follow-up.
5. Intervention: Realizing the original agent is now offline, the Supervisor uses the dashboard to Transfer the waiting chat to an active agent.
6. Seamless Continuity: The new agent receives the chat with full context, ensuring the customer is assisted immediately once they provide their documents, regardless of the original agent’s availability.

Step-by-Step: How to Enable This Feature

As this is an enhancement to the existing Real-time Analytics, follow these steps to ensure visibility is active:

• Step 1: Update to Latest Version

Ensure your Dynamics 365 Customer Service or Contact Center environment is updated to the May 2025 release (part of 2025 Release Wave 1).

• Step 2: Access Supervisor Workspace

Open the Customer Service Workspace or Contact Center Workspace app.

• Step 3: Navigate to Analytics

On the site map, go to Real-time Analytics and select the Ongoing Conversation report.

• Step 4: Configure Report Filters

Ensure that the “Status” filter in your report view includes the Waiting state. This state is typically triggered when an agent uses the “Wait” button or when an automated timeout occurs in async channels.

• Step 5: Assign Permissions

Verify that the user has the Omnichannel Supervisor security role. This role is required to see the “Monitor” and “Assign/Transfer” buttons within the analytics dashboard.

• Step 6: Enable Monitoring for Async Channels

In the Customer Service Admin Center, go to Insights > Real-time analytics settings and ensure that monitoring is enabled for the specific messaging channels (Chat, WhatsApp, etc.) your team uses.

Infographic: Supervisor Visibility Over Waiting Chats

Feature	Old Limitation	New Capability
Visibility	Waiting chats were “invisible” in real-time dashboards.	Full Transparency: View all chats in “Waiting” state.
Actionability	Supervisors couldn’t intervene until a chat was “Active.”	Proactive Monitoring: Review transcripts while in waiting.
Resource Management	Chats could get “stuck” if an agent went offline.	Instant Transfer: Move waiting chats to active agents.
Customer Impact	Long delays and high abandonment.	Faster Response: Continuous support across agent shifts.

References

Enhance supervisor visibility by monitoring waiting chats