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Enable voice call experiences

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Use the Voice call experiences page in Copilot Service admin center to configure the following features:

Configure representative call quality feedback survey

Customer service representatives (service representatives or representatives) can rate and provide feedback on their voice calling experience after the call ends using the representative call quality survey. The survey helps you evaluate call quality beyond technical factors such as audio and video bitrate, jitter, and latency, enabling you to understand if the service representative had a satisfactory experience. You can analyze the survey data in Azure logs to gain insights and identify areas that require improvement.

Enable representative call quality surveys

Perform the following steps to enable representative call quality surveys:

  1. In Copilot Service admin center, select Workspaces in Support experience and then select Voice call experiences. You can enable the survey from Voice settings in voice workstreams.
  2. Switch the Customer service representative call quality survey toggle to On.
  3. Specify the frequency at which the survey should be presented to the representative. Optionally, you can also switch the Set survey duration toggle to On and specify the duration during which the survey must appear for the representative.

Screen shot of the Customer service representative call quality survey page.

Store and view survey data

You must enable the Call Survey Logs Diagnostic Setting in Azure Monitor to send the log data of your surveys to a Log Analytics workspace, Event Hubs, or an Azure storage account to receive and analyze your survey data. If you don't send survey data to one of these options your survey data isn't stored and can be lost.

Sample query

You can modify any of the out-of-the-box queries to get the required call id information. Here's a sample query to see the audio issues column chart.


// Audio issues 
// Query the call survey data and show the audio issues column chart. 
ACSCallSurvey
| where isempty(AudioIssues) == false
//Comma separated issues when multiple issues are reported
| project audio =  split(AudioIssues,','), CallId, TimeGenerated, VideoIssues, AudioIssues, ScreenshareIssues, OverallCallIssues
| mv-expand audio to typeof(string)

Disable taking a customer off hold automatically

When you transfer a call to another representative, the customer is automatically put on hold. The customer is removed from hold automatically when the secondary representative accepts the transferred call. To disable this behavior, and manually take the customer off hold, perform the following steps:

  • In Copilot Service admin center, select Workspaces and then select Voice call experiences.
  • Turn off the Un-hold customer after representative transfer is accepted toggle.

Next steps

Share feedback on call quality