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The Analytics Builder for Messaging

  • Messaging

Updated ~ minute read

The Analytics Builder is a tool you can use to understand what is happening in your engagements. It is the primary analysis tool for Live Assist for Dynamics 365. In this article, you will learn about the Analytics Builder and how to enable it.

Note: The Analytics Builder is only available with our modern Messaging platform. If you are using our legacy Live Chat platform, make the switch to Messaging to gain the Analytics Builder and many other powerful features. 

What are the benefits of the Analytics Builder?

It has been said that you cannot manage what you cannot measure. With the Analytics Builder you will be able to truly measure your engagements. What value does it provide?

  • Vital business insights to enable data-driven decision making. Use these to optimize your contact center operations, and for tracking and increasing revenue. 
  • Tools and reports for managers to slice and analyze operational and business data according to your own brand specific KPIs. Using these tools, they can track historical performance data about agents and bots, conversations, skills, channels, campaigns, queue health, and surveys. 

Data is stored in the Analytics Builder for 13 months, so you can look back over a year's worth of data and reports. If you want to store data for longer, it is possible to migrate or copy it to your own data warehouse.

Tip: To learn more about the Analytics Builder and the types of data and reports available in it, watch this video from our partner LivePerson. 

How to enable the Analytics Builder

  1. Open the Engagement Portal.
  2. Go to Manage -> Users & Skills using the left navigation pane.
  3. Go to the Profiles tab. Click on Campaign Manager (for administrators) or Agent Manager (for supervisors) to edit the profile. The reason you are editing the profile is to give permissions for accessing the Analytics Builder. Therefore, edit the profile of the users that should have access.
  4. Enable the following permissions:
       • View all reports in Analytics Builder
       • Customize reports in Analytics Builder
       • Share reports in Analytics Builder
  5. Click Save.
  6. Clear your browser cache, and then log in to the Engagement Portal once again.

How to access the Analytics Builder

Those with the proper permissions can open the Analytics Builder from the left navigation panel of the Engagement Portal. It can be found under the Optimize section.

Note: Analytics Builder filters data by agent groups. Supervisors can only see data from their own group(s) and subgroups.

See also:

For more information, please consult these resources from our partner LivePerson.

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