Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
[This article is prerelease documentation and is subject to change.]
Microsoft Contact Center Intelligence helps you configure and use your AI agents with a CRM system of your choice.
The Contact Center Intelligence portal is the central experience for configuring, connecting, governing, and monitoring Contact Center Intelligence. The options that you see depend on the environment, role, license, region, and enabled features.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Personas
The following personas use the Contact Center Intelligence portal. Make sure that they have the security roles to access the corresponding areas to use.
Administrator: Enables features, manages licenses, provisions Dataverse, manages security, configures channels, queues, routing, and workstreams.
Builder or Maker: Creates and tests agents, actions, knowledge, connections, and workflows.
Supervisor: Reviews operations, quality results, insights, performance, and coaching information.
Access the portal
- Open the Contact Center Intelligence portal, and then sign in.
- In the site map, select the environment icon, and select the environment that you want to configure. The page refreshes and displays the features.
Note
Verify the environment before you make changes. Resources and analytics aren't shared automatically between development, test, and production environments.
The primary navigation includes the areas listed in the table.
| Area | Use it to |
|---|---|
| Customer Assist Agent | Create, configure, evaluate, deploy, and monitor self-service agents. |
| Insights and quality | Review real-time and historical performance, and configure quality evaluation. |
| Biometric authentication | Configure voice authentication, manage voiceprints, and review performance. |
| Platform integrations | Connect contact center platforms and create representative-facing widgets. |