The Hidden Abandon: Why 10–20% of Your Contact Center Calls Don't Exist in D365 - and How to Find Them
Learning Objective 1
Explain the D365 Omnichannel conversation record creation sequence — specifically at what point in the workstream/IVR/routing flow msdyn_ocliveworkitem is created — and why this makes D365-only abandon rates a systematic undercount
Learning Objective 2
Identify the Azure Communication Services log categories (ACSCallSummary, ACSCallDiagnostics) that capture pre-queue call events, and describe how to route them to Azure Monitor or Storage for Power BI ingestion
Learning Objective 3
Calculate true abandon rate by reconciling ACS inbound call volume against D365 conversation count, and distinguish between pre-queue abandonment, D365 abandonment, and transfer-pattern-related drops
Type
Education Session
Primary Product
Dynamics 365 CE (CRM)
Session Objective for Attendee
Optimizing
Ability Level
201 - Intermediate
Tracks
Categories
Sessions
- Dynamics 365 CE (CRM)
- Power Platform
Speakers
Senior Director - Solution Architecture at Argano