To establish a connection, you must navigate to the standalone Dynamics 365 Customer Service Insights portal and select Dynamics 365 as the data source to link your environment. Once connected, the application provides built-in dashboards that categorize performance metrics. To isolate data specifically for phone calls and emails, you utilize the Channel dashboard (or filter by Channel). This allows managers to monitor productivity based on the communication medium used by representatives, as "Phone" and "Email" are distinct channel types within the Dynamics 365 schema.

Microsoft Official Documentation: Connect to Dynamics 365 Customer Service, Section: "Select a Dynamics 365 environment", Document ID: cs-insights-connect-dynamics-365.

Microsoft Learn: Monitor and improve customer service using AI-driven insights, Module: "Configure Customer Service Insights".

Microsoft Official Documentation: Dashboards in Customer Service Insights, Section: "Key Charts and Channel analysis", Subsection: "KPI Summary dashboard".

Dynamics 365 Service Docs: Standard entity attributes, Entity: incident, Attribute: caseorigincode (mapping to Channel).