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- Learn how to configure supervisor permissions, use real-time conversation monitoring and screen recording, and grant access to analytics dashboards in Dynamics 365 Contact Center.
After completing this module, you're able to:
- Enable supervisor permission toggles to allow monitoring, assigning, transferring, and force-closing conversations.
- Use the Omnichannel real-time analytics dashboard to monitor and take action on live conversations.
- Configure screen recording for representatives using experience profiles and the desktop companion application.
- Configure quality indicators and guardrails in the quality library.
- Create evaluation plans to automate AI-powered conversation quality assessments.
- Create custom security roles to grant user access to specific analytics and reporting dashboards.
- Learn how to configure proactive engagement in Dynamics 365 Contact Center to initiate outbound voice calls and SMS messages using AI agents and service representatives, configure campaigns with engagement types and dialing modes, and monitor performance with the proactive engagement dashboard.
After completing this module, you will be able to:
- Describe proactive engagement and identify scenarios where outbound voice and SMS campaigns add value
- Set up outbound workstreams for voice and SMS channels, and select the appropriate engagement type and dialing mode
- Configure proactive engagement campaigns with audience sourcing, routing, outcomes, reattempt logic, and frequency limits
- Enable and use the proactive engagement dashboard to monitor delivery metrics and optimize campaigns
- Learn how to use out-of-the-box analytics dashboards, extend reports with Power BI data model customization and Microsoft Fabric, and configure Azure Application Insights conversation diagnostics in Dynamics 365 Contact Center.
After completing this module, you're able to:
- Describe the out-of-the-box historical and real-time analytics dashboards available in Copilot Service workspace.
- Configure report state retention and personalize dashboards using filters, bookmarks, and the embedded Power BI editor.
- Complete the prerequisites and four-step process for Power BI data model customization to extend analytics with custom metrics and data sources.
- Embed customized Power BI reports back into Copilot Service workspace and configure automatic page refresh for real-time reports.
- Set up conversation diagnostics in Azure Application Insights and query conversation lifecycle events using KQL.
