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Overview of Service Operations Agent in Dynamics 365 Contact Center

Applies to: Dynamics 365 Contact Center only

Service Operations Agent is an AI-powered administration experience in Dynamics 365 Contact Center that enables administrators to configure, manage, and optimize customer service operations through a single conversational interface with natural language.

Key capabilities

  • Uses conversational setup and configuration: Service Operations Agent enables administrators to describe what they want to accomplish using natural language.

    • Configure channels, queues, and routing rules
    • Set up AI agents and knowledge sources
    • Manage voice configurations and Teams phone extensibility
    • Create and update configuration artifacts without navigating multiple pages

    The agent can guide users step-by-step or run tasks directly based on input in a file.

  • Streamlines end-to-end setup: The agent supports end-to-end configuration flows across common contact center scenarios.

    • Reduces manual interaction in multi-step setup processes
    • Enables faster provisioning of new environments and scenarios

  • Validates configuration and troubleshoots issues:

    • Validate setup after configuration changes
    • Identify misconfigurations or missing dependencies
    • Troubleshoot runtime issues through conversational queries

    This capability reduces time spent in diagnosing issues across distributed configuration components.

  • Manages routing and queues: The agent supports configuration of the following features in routing:

    • Manage workstreams
    • Manage queues
    • Create operating hours for queues
    • Manage capacity profiles
    • Manage skills
    • Manage users
    • Create route-to-queue rules using natural language instructions
    • Configure out-of-the-box assignment methods for queues

These capabilities streamline how conversations are routed and assigned in the contact center.

  • Centralize administration: Service Operations Agent provides a single, unified interface for managing contact center operations.

    • Eliminates the need to switch between multiple admin pages
    • Consolidates configuration, validation, and troubleshooting workflows
    • Provides a consistent conversational experience across tasks

Overview of contact center agents
Use Service Operations Agent
Configure conversation orchestration (preview)
Assignment methods for queues in unified routing
Configure route-to-queue rules in unified routing
Responsbile AI FAQ for Service Operations Agent

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