Etikett: Agentic Contact Center
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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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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…
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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 a voice call agent I’ve designed and deployed for a nationwide organization working with community outreach and health referral services,…