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…
Call recording is one of those contact center capabilities that sounds simple until you start implementing it across channels, bots, transfers, transcripts, and compliance requirements. In a traditional setup, you often end…
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…
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…
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…
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…
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…
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,…
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…
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…
