| title | description | author | ms.author | ms.date | ms.topic | ms.collection |
|---|---|---|---|---|---|---|
View minutes used in voice calls |
View the report to see the minutes used in voice calls in Dynamics 365 Contact Center. |
neeranelli |
nenellim |
06/14/2024 |
article |
[!INCLUDEcc-feature-availability]
The Voice minutes report lets administrators view a Power BI report that helps them to get insights about how many call intelligence minutes and intelligent voicebot minutes from the voice quota have been consumed.
- The voice channel should be configured and in use for the report to display data.
- The administrator role for accessing the report.
To view the Voice minutes report, in the site map of Customer Service admin center or Contact Center admin center, select Insights, and in Admin reports, select View report for Voice minutes.
The following table contains the metrics.
| Metric | Description |
|---|---|
| Call intelligence minutes | Number of minutes of calls for which call transcription is generated. Number is rounded to a whole number. |
| Intelligent voicebot minutes | Number of minutes used by voicebot. Number is rounded to a whole number. |
| Total Calls | Number of calls that consumed the minutes. |
| Minutes over time | Overtime trending of call intelligence minutes and intelligent voicebot minutes. |
The Voice details table in the report provides the following information.
| Attribute | Description |
|---|---|
| Date | Date when the conversation is logged. |
| Conversation ID | Identifier of the conversation record. |
| Type | Type of call, either "Call intelligence" or "Intelligence voicebot". |
| Start | Time when the recording of the minutes starts. |
| End | Time when the recording of the minutes stops. |
| Duration | Total number of minutes consumed for the current row. |
| Phone number | Agent phone number used in the call. |
| Workstream | Workstream through which the call was handled. |
| Call direction | Indicates whether the call was an "Incoming" or "Outgoing" one. |
The Duration option lets you filter the report details and affects all metrics in the report. More information: Slice metrics by time
The Time zone option lets you filter the report for the selected time zone.