Dynamics 365 Contact Center

Dynamics 365 Contact Center – Update knowledge base using Customer Knowledge Management Agent

We are announcing the ability to update knowledge bases using Customer Knowledge Management Agent in Dynamics 365 Contact Center. This feature...

The Key Facets of AI Evaluation in the Contact Center 

Organizations must think about when, how, by whom, and on what data AI systems are evaluated. This blog explores the key facets of AI evaluati...

Use Copilot to generate knowledge articles from resolved cases – Dynamics 365 Customer Service

To enable the feature of generating knowledge articles through Copilot, navigate to Customer Service Admin Center >> Agent Experience ...

Dynamics 365 Contact Center – Analyze adherence history to optimize workforce planning

We are announcing the ability to analyze adherence history to optimize workforce planning in Dynamics 365 Contact Center. This feature will re...

Dynamics 365 Contact Center – Average wait time in messaging API channels

We are announcing the ability to utilize average wait time in messaging API channels in Dynamics 365 Contact Center. This feature will reach g...

Dynamics 365 Contact Center – Agent Insights Empowering AI Supervisors on their Autonomous Transformation

We are announcing the ability to view the performance of AI agents from the Agent Insights dashboard in Dynamics 365 Contact Center and Custom...

Dynamics 365 Contact Center – Real time coaching with Quality Assurance Agent

We are announcing the ability to deliver real-time coaching with Quality Assurance Agent in Dynamics 365 Contact Center. This feature will rea...

Microsoft Teams: Contact sync to Android-based Teams devices from Teams admin center

Microsoft Teams now allows IT admins to sync a specific set of contacts from Teams admin center to Teams devices as speed dial contacts. This ...

Microsoft's Contact Center Evolution with Peter Ruiter

Get featured on the show by leaving us a Voice Mail: https://bit.ly/MIPVMFULL SHOW NOTES https://www.microsoftinnovationpodcast.com/669 Peter ...

Dynamics 365 Contact Center – Debug routing issues with Application Insights dashboard

We are announcing the ability to debug routing issues with the Application Insights dashboard in Dynamics 365 Contact Center. This feature wil...