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Manual triage is one of those small operational tasks that adds up quickly. An email comes in and a case is created. Someone opens the case, reads the email, decides whether it is a question, a problem, a request, or something else, and then updates the case categorization manually. That works when volumes are low.…
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In the previous post, I covered how to enable the Quality Evaluation Agent in Dynamics 365 Contact Center, including prerequisites, connection references, Power Automate flows, Copilot Studio publishing, and data configuration. Once the agent is enabled, the next step is to understand how to use it as part of a quality management process. The Quality…
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Quality Evaluation Agent is one of the AI capabilities in Dynamics 365 Contact Center that helps evaluate customer interactions based on defined quality criteria. Before you start working with evaluation criteria and plans, the agent itself needs to be enabled and configured with the correct connections, flows, data sources and publishing status. This post covers…
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Overflow handling in contact centers is usually based on time or volume. A customer waits for a certain number of minutes, or the queue reaches a defined threshold and only then does the overflow action trigger. That works for many scenarios, but it has one important limitation: the customer still has to wait until the…
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One of the most interesting new additions to Dynamics 365 Contact Center is the Service Operations Agent. It promises a more conversational way for administrators to configure, validate, and troubleshoot contact center setup. Instead of navigating through every admin screen manually, you can ask the agent to help create or inspect configuration across workstreams, channels,…
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In Dynamics 365 Contact Center, a single conversation traverses multiple services: telephony infrastructure (SIP/SBC), Azure Communication Services (ACS), Teams Telephony, Copilot Studio, Unified Routing, and the agent workspace. Each component emits its own signals; but without a unified telemetry layer, correlating these signals into a coherent conversation flow is difficult. Azure Application Insights provides that…
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As AI capabilities mature within Dynamics 365 Contact Center, one topic that increasingly surfaces in architecture discussions is prompt handling. Not all prompts are created equal. The difference between Microsoft’s default prompts, administrator-configured prompts in the Customer Service Admin Center (CSAC), and fully extensible Copilot prompt plugins is not cosmetic, it is architectural. At its…
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The final agent in this series is a generative web chat agent, designed around how this organization supports civilians seeking guidance and health-related advisory services. Unlike the previous agents, which rely on deterministic input patterns, this one is intentionally conversational; but still carefully constrained. The purpose of the agent is twofold. First, it answers general…
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In many service and Contact Center scenarios, the value of AI isn’t about building the most advanced assistant; it’s about solving real problems quickly, reliably, and with minimal overhead. In this blog post, I’ll share an SMS agent I’ve designed and deployed for a nationwide organization working with community outreach and health referral services, and…