Etikett: Agentic Contact Center
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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…