Manual triage is one of those small operational tasks that adds up quickly. An email comes in and a case is created. Someone opens…
Call recording is one of those contact center capabilities that sounds simple until you start implementing it across channels, bots, transfers, transcripts, and compliance…
In the previous post, I covered how to enable the Quality Evaluation Agent in Dynamics 365 Contact Center, including prerequisites, connection references, Power Automate…
Quality Evaluation Agent is one of the AI capabilities in Dynamics 365 Contact Center that helps evaluate customer interactions based on defined quality criteria.…
Overflow handling in contact centers is usually based on time or volume. A customer waits for a certain number of minutes, or the queue…
