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Tip
Analyzing representative transcripts can provide insights on what new topics or self-service actions can be added to an agent to reduce escalation and improve deflection.
The representative transcript review process is similar to the copilot transcript review:
Identify the top escalation driver topics.
Download the representative conversation transcripts from your engagement hub (for example, download transcripts from Dynamics 365 Omnichannel for Customer Service).
Select the most recent sample set of human representative conversation transcripts for that topic (for example, 10 sessions). The size of the sample set depends on how much accuracy you're looking for. For a quick analysis you can start with 10 sessions.
Read through each of the human representative conversations and identify the resolution path provided by the human representatives and patterns that are emerging for that conversation.
List out the resolution paths identified for each session and group them as per the resolution paths.
For each resolution path group, come up with a recommendation to implement in Copilot Studio as a topic or a self-service action, and so on.
Implement the recommendations in the agent topics and observe the change in the escalation rate and deflection.