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Access to this page requires authorization. You can try changing directories.
Conversations: Applies to: Dynamics 365 Contact Center only
Quality Assurance Agent brings AI-powered support to contact center supervisors and quality managers for their day-to-day activities. Quality Assurance Agent autonomously monitors conversations in real time, proactively alerts supervisors to quality issues, and enables timely intervention when needed.
Skills
Agent skills help supervisors manage, set up, and use the agent effectively.
Quality and coaching: Monitor, measure, and improve customer conversations consistently by using AI‑powered evaluations and real‑time coaching. Learn more in Configure quality and coaching skills and Use quality and coaching skills.
Important
This feature is intended to help customer service managers or supervisors enhance their team’s performance and improve customer satisfaction. This feature isn't intended for use in making—and shouldn't be used to make—decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This responsibility also includes adequately notifying end users that their communications with representatives might be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their representatives that their communications with end users might be monitored, recorded, or stored.
Prerequisites
- Omnichannel Administrator role.
- The Power Platform Pay-as-you-go plan mandates the use of an Azure subscription that the system charges when the agent runs. Make sure that you set up consumption-based billing.
Configure skills for Quality Assurance Agent
In the site map of Copilot Service admin center, go to Customer support > Quality and Coaching. The Quality and Coaching page appears, where you can configure the skills for the agent.