Customer Service Analytics · Power BI Solution
The pre-built Power BI accelerator for Dynamics 365 Customer Service. We extend your Dataverse model to capture the regulatory data Dynamics 365 never held, then report the whole operation on top of it.
Microsoft Advanced Specialist, Data & AI
across our AppSource accelerator portfolio
Service KPIs
out of the box
Report pages
day one
Regulatory tiers
RG 271 to DDO
Time
to go live
Lines
of custom code
The Problem
Dynamics 365 records every case, SLA, queue and survey response. What it does not hold is the regulatory detail Australian financial services are required to capture. You cannot report what was never recorded.
01
Volume, backlog and breach data sit across separate views. Leadership can't see whether the operation is holding or slipping.
02
By the time a breach appears in a report, the remediation window has closed and the customer has already escalated.
03
RG 271 timeframes, AFCA referrals and internal dispute resolution volumes are pulled by hand into spreadsheets each cycle.
04
Handling time, resolution rate, reopen rate and occupancy live in different places. Coaching is opinion, not evidence.
05
Customer Voice results are read in isolation, disconnected from the case, queue or agent that produced the experience.
06
Standard Dynamics 365 has no field for RG 271 classification, IDR outcome, AFCA referral state or DDO indicator. Evidence gets reconstructed after the request lands.
The Dashboard
Every page reads live from Dynamics 365 Customer Service through Dataverse. Pick a module to see what your team gets on day one.
Executive Summary
Case volume, backlog position, SLA attainment, CSAT and complaint exposure in a single leadership view. See whether the operation is holding, where load is concentrating, and which obligations are trending toward breach.
Case volume
Backlog position
SLA attainment
CSAT
First contact resolution
Complaint exposure
Volume & Backlog
Inbound volume, resolution throughput, open backlog and case ageing by channel, priority, product and team. Identify where demand is outpacing capacity before backlog becomes escalation.
Inbound volume
Throughput
Open backlog
Case ageing
Channel mix
Reopen rate
SLA & Breaches
First response and resolution SLA performance, breach counts, near-breach exposure and pause behaviour by queue, priority and team. Track the commitments that carry contractual or regulatory weight separately from the rest.
First response SLA
Resolution SLA
Breach rate
Near-breach exposure
Pause analysis
SLA by priority
Agent Productivity
Cases handled, average handling time, resolution rate, reopen rate and occupancy by agent, team and tenure. Identify capability gaps, workload imbalance and the practices your strongest agents use.
Cases handled
Handling time
Resolution rate
Reopen rate
Occupancy
Agent comparison
Queue Management
Queue depth, wait time, assignment latency and abandonment across queues and channels. See which queues are structurally under-resourced and which routing rules are creating the imbalance.
Queue depth
Wait time
Assignment latency
Abandonment
Load balance
Knowledge Base
Article usage, search success, deflection rate and knowledge gaps mapped against case topics. Find the articles carrying load, and the topics generating cases with no article behind them.
Article usage
Search success
Deflection rate
Knowledge gaps
Article effectiveness
Routing & Automation
Unified Routing outcomes, skill match accuracy, reassignment rates and automation coverage. Quantify what routing and Copilot are absorbing, and where manual intervention is still required.
Routing accuracy
Skill match
Reassignment rate
Automation coverage
Bot containment
Voice of Customer
CSAT, NPS and CES from Customer Voice, joined to the case, queue, agent and resolution path. Move from a satisfaction score to the operational cause behind it.
CSAT
NPS
CES
Response rate
Sentiment by queue
Driver analysis
Regulatory Analytics
RG 271 timeframes, AFCA referral volumes, internal dispute resolution performance, CPS 230 operational resilience signals and DDO complaint indicators. Structured across five tiers and visually distinguished from operational metrics.
RG 271 timeframes
IDR performance
AFCA referrals
CPS 230 signals
ABA Code
DDO indicators
Australian Regulatory Obligations
Australian financial services firms carry dated, enforceable obligations around complaint handling and operational resilience. Every one of them resolves to a field on a case. Dynamics 365 Customer Service does not ship with those fields.
The obligation most firms handle manually
Every AFS licensee serving retail clients and every Australian credit licensee must lodge an internal dispute resolution report with ASIC covering 1 January to 30 June and 1 July to 31 December, inside a two-month submission window. Firms with no complaints still report. The data file must match ASIC's prescribed data dictionary, and ASIC publishes firm-level results on a public IDR data dashboard. The updated reporting handbook applies to complaints open or received from 1 January 2026.
If the fields are not on the case, the report is assembled by hand every cycle, and your complaint performance is published either way.
ASIC RG 271
In force 5 Oct 2021
Maximum IDR response timeframes are enforceable: 30 calendar days for standard complaints, 45 for superannuation trustee complaints, 90 for death benefit distribution objections, and 21 for credit complaints involving default notices, hardship notices or requests to postpone enforcement. Complaints must be acknowledged promptly, and where a deadline cannot be met an IDR delay notification must be issued before it expires.
Requires
Complaint classification
Receipt timestamp
Clock events and pauses
Delay notification flag
IDR outcome and remedy
AFCA
External dispute resolution
Where a complaint is not resolved inside the IDR timeframe, or the complainant is dissatisfied with the outcome, it can be escalated to the Australian Financial Complaints Authority. Referral volume is the clearest external measure of whether internal dispute resolution is working, and each referral carries a cost and a case fee.
Requires
AFCA referral status
Stage and date
Outcome
Link to originating case
APRA CPS 230
In force 1 Jul 2025
Applies to all APRA-regulated entities, including banks, insurers and superannuation trustees. Critical operations must be identified, tolerance levels set, and the ability to keep operating within them through severe disruption demonstrated through scenario testing. Any failure to stay within tolerance must go to the board with a remediation plan.
Requires
Disruption markers
Tolerance breach flags
Incident to case linkage
Queue and channel impact
ABA Banking Code
2025 Code, 28 Feb 2025
The 2025 Code broadened the definition of vulnerability, recognising that any customer can become vulnerable at any time, and lifted the small business threshold to $5 million in aggregate borrowings. It adds obligations on inclusivity and accessibility, financial difficulty and deceased estates. The Banking Code Compliance Committee investigates breaches and can apply sanctions.
Requires
Vulnerability marker
Hardship indicator
Customer segment
Accessibility support flag
DDO
In force 5 Oct 2021
Distributors must keep accurate records of complaints received about a product and report them to the issuer for the period set in the Target Market Determination. Significant dealings inconsistent with the TMD must be notified to the issuer within ten business days. ASIC expects the substance of complaints to be reported, not only the count.
Requires
Product identifier on complaint
TMD linkage
Significant dealing flag
Reporting period grouping
Agile Customer Service Analytics
Each obligation above resolves to data that has to exist on the case before it can be reported. We extend your Dataverse model to capture it, deploy it as a managed solution under our own publisher prefix, then report all five tiers as standing measures in Power BI rather than a spreadsheet assembled each cycle.
Requires
Five regulatory tiers
Managed solution
Upgrade-safe
Live in 2 to 3 weeks
What this looks like in the product
Summary only, current as at July 2026. Obligations vary by licence type, entity and product. This is not legal or compliance advice, and Agile Customer Service Analytics does not replace your compliance function: it surfaces the operational data behind these obligations so your compliance team can act on it.
Built on the Microsoft stack
No middleware, no data extracts, no third-party vendors. The regulatory data model and all 85 KPIs live inside your own Microsoft tenant.
Native Dynamics 365 vs Agile Sales Analytics
Dynamics 365 Customer Service is built to run the service process. Agile Customer Service Analytics is built to capture what you are required to hold and turn it into operational and regulatory decisions, without a six-month BI build.
| Capability | Native Dynamics 365 Customer Service | Agile Customer Service Analytics |
|---|---|---|
| Service operations | ||
| Volume and backlog visibility Inbound, throughput, ageing, channel mix | Basic charts | Full |
| SLA breach and near-breach analysis Exposure before the breach lands | Alerts only | Dedicated page |
| Queue and workload balance Depth, wait, assignment latency | Manual views | Full |
| People & knowledge | ||
| Agent productivity analytics Handling, resolution, reopen, occupancy | Basic views | Full |
| Knowledge effectiveness Deflection, gaps, article performance | Usage counts only | Dedicated module |
| Routing and automation performance Skill match, reassignment, containment | Limited | Full |
| Customer & compliance | ||
| Customer Voice joined to case data Survey result tied to queue, agent, path | Separate reporting | Flagship |
| Regulatory data capture Complaint classification, IDR outcome, AFCA state, DDO flags | Not in the standard model | Extended and deployed |
| RG 271 timeframe tracking Complaint response obligations as standing measures | None | Flagship |
| AFCA, CPS 230, ABA Code, DDO layer Five-tier regulatory KPI structure | None | Included |
| Power BI & delivery | ||
| 85+ pre-built KPIs Cases, SLA, agents, queues, knowledge, compliance | Build your own | Day one |
| Executive summary view One-page leadership dashboard, no configuration | Needs building | Included |
| Time to live From kickoff to a validated dashboard in production | 3 to 6 months to build | 2 to 3 weeks |
| Ownership Who owns the deployed solution afterwards | Your build, your upkeep | Perpetual rights |
All capabilities available from day one. No custom development required.
Native capability reflects standard Customer Service Enterprise. Some capabilities are achievable natively with custom Power BI development and manual Dataverse configuration; Agile Customer Service Analytics delivers them pre-built and validated.
Flagship Capability
Most accelerators assume the data is already there. In Australian financial services it isn’t. Agile Customer Service Analytics is delivered in two parts: the Dataverse extension that captures the obligation, and the reporting layer that evidences it.
Configuration and solution components only. No custom code, no middleware, no data leaving your tenant.
We establish which obligations your environment already evidences and which fields are missing.
Complaint classification, RG 271 clock events, IDR outcome, AFCA referral state, CPS 230 markers and DDO indicators, deployed as a managed solution under our publisher prefix.
Fields are configured into the existing case form rather than bolted on as a separate step.
Five regulatory tiers, visually distinguished from operational KPIs, live in Power BI.
Built on the Microsoft stack
Delivery
A fixed structure from environment validation to go-live, with the data model extended before reporting is built and KPIs signed off before production.
Days 1–2
Dynamics 365 access confirmed, Dataverse tables validated, Customer Voice and Unified Routing checked. We assess which regulatory fields exist and which we need to add.
Days 3–6
Managed solution deployed, regulatory tables, fields and business rules configured. Reporting solution deployed, all ten pages live, branding applied.
Days 7–9
All agreed KPIs validated on live data. Regulatory definitions confirmed with your compliance owner, including how each obligation maps to a field and a measure.
Days 10–12
Production deploy, refresh schedule configured, 2-hour training covering both the dashboards and the capture process your agents now follow.
Pricing
Most regulated clients start with Custom. Standard is there if the compliance layer isn’t in scope yet.
Standard
AUD all-in
One trusted view of case volumes, resolution times and service performance, so leadership stops debating the numbers.
Custom
AUD all-in
Capture what regulators require on every case, and see complaint and resilience risk before it reaches ASIC, AFCA or APRA.
Bespoke
AUD
Obligations or KPIs outside our register? We scope and build to your requirements, fixed before work starts.
Optional. Six-monthly IDR reporting support, quarterly leadership review, KPI changes as obligations shift, and priority support.
Build vs Buy
Building this in-house takes a five-role project team. Most mid-market Dynamics 365 teams don’t have all five sitting idle.
| The team you'd need | What they do | Days | Do you have one free? |
|---|---|---|---|
| Business Analyst | Define and sign off 85+ KPIs, map obligations to fields, run UAT with service and compliance | 20 | |
| Solution Architect | Semantic model, data architecture, solution layering, technical sign-off | 7 | |
| Dynamics 365 Developer | Dataverse model extension, regulatory tables, business rules, managed solution build | 15 | |
| Power BI Developer | DAX, data model, ten dashboard pages | 40 | |
| Project Manager | Runs the team, owns the timeline, chases UAT | 15 | |
| Five roles, one project | ~112 | ||
Not five people in sequence. A project, with standups, handoffs, and rework when the regulatory definitions don't survive contact with the data model. We've added 15% for coordination, because real projects do.
Same capability, same scope. 112 person-days including coordination.
You have a Power BI person. Maybe a Dynamics 365 admin. You almost certainly do not have a solution architect with five months free.
112 days is your BI team's next two quarters. The question isn't what this costs. It's what stops while you build it.
In-house BI stalls at "good enough." Attribution and win/loss are always the first to go, and they're the two things the CRO actually asked for.
If you have all five roles with real capacity, you can build this. Most teams we speak to have two of the five. That’s the decision, not the price.
Free Guide
Not ready for a demo? Start here. The operational and regulatory measures missing from standard Dynamics 365 Customer Service dashboards, and what they cost an Australian financial services firm when they cannot be seen.
Free · PDF · No demo required
Common Questions
Standard is the operational reporting layer, 55+ pre-built KPIs reading live from your existing Dynamics 365 Customer Service data. Custom adds the regulatory data model extension and the compliance reporting built on it: RG 271 timeframe tracking, IDR performance, AFCA referral volumes, CPS 230 signals and DDO indicators, plus 30+ additional Custom-tier KPIs, taking you to 85+ in total. Standard reports what you already capture. Custom captures what you are required to hold, then reports it. If you operate in Australian financial services, you need Custom.
Yes. Agile Customer Service Analytics reads directly from your Dynamics 365 Customer Service data through the native Dataverse connector. No additional data source is required. Voice of Customer pages require Customer Voice. Routing pages require Unified Routing.
Yes, deliberately. The regulatory data Dynamics 365 Customer Service needs to evidence RG 271, IDR, AFCA and DDO obligations does not exist in the standard model, so we extend it. The extension is delivered as a managed solution with our own publisher prefix, using standard Dataverse tables, fields, picklists and business rules. No custom code, no unmanaged changes to your existing components, and it can be uninstalled cleanly. We walk your Dynamics 365 admin through the full solution manifest before anything is deployed.
Slightly. Regulatory measures depend on the classification being captured at the point of contact, so agents record complaint category and outcome on the case form. We configure the fields to sit in the existing flow rather than as a separate step, and the go-live training covers it.
Standard is live in 1 to 2 weeks. Custom is 2 to 3 weeks across four phases: environment validation and regulatory gap assessment, data model extension and deployment, KPI validation and UAT, then go-live and training. The extra time on Custom covers regulatory definition sign-off with your compliance owner.
No. Agile Customer Service Analytics captures and surfaces the operational data behind your obligations as standing measures. Interpretation, reporting and regulatory judgement remain with your compliance function.
In your own Microsoft tenant. Agile Customer Service Analytics is Dataverse-native, so there is no middleware, no data extracts and no third-party vendors. Your data never leaves your environment.
Agile Customer Service Analytics runs in a standard Power BI workspace. Your team needs Power BI Pro, or a Premium or Fabric capacity, to view and share reports. We confirm the right setup during environment validation, before any work begins.
No. The price is fixed and all-inclusive, and you receive perpetual internal use rights to the deployed solution. There is no subscription and no recurring licence fee. Optional ad hoc support is available at $200 per hour if you want it.
Yes. You own the deployed solution and can extend it. If you need KPIs or obligations outside our register, the Bespoke tier covers custom KPI design and a tailored Dataverse and Power BI model.
What's Included
Agile Customer Service Analytics extends your Dataverse model and reports on it through Power BI. Your data stays in your tenant.
RG 271 clock events, IDR outcome, AFCA referral state, CPS 230 markers, ABA Code triggers and DDO indicators, as a managed solution.
Cases, SLA, agents, queues, knowledge, routing, voice of customer and compliance.
Visually distinguished from operational metrics across every page.
Survey results joined to case, queue and agent.
Every metric defined, categorised and mapped to a source field before go-live.
Colours, logo and workspace configured to your standards.
No subscription. You own the deployed solution.
Dashboards and the agent capture process, at go-live.
Built on the Microsoft stack
A focused 30-minute walkthrough against a Dynamics 365 environment. No slides. No commitment.
