Manage contact center operations with supervisor tools in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365
Supervisors can only improve what they can see and act on. This module gives you the skills to build a fully operational supervisor experience in Dynamics 365 Contact Center: one where supervisors can intervene in live conversations, review quality automatically through AI evaluation, and access the analytics that drive smarter decisions. By the end, your contact center has the oversight, consistency, and data access it needs to deliver better outcomes for customers and representatives alike.
Learning objectives
After completing this module, you're able to:
- Enable supervisor permission toggles to allow monitoring, assigning, transferring, and force-closing conversations.
- Use the Omnichannel real-time analytics dashboard to monitor and take action on live conversations.
- Configure screen recording for representatives using experience profiles and the desktop companion application.
- Configure quality indicators and guardrails in the quality library.
- Create evaluation plans to automate AI-powered conversation quality assessments.
- Create custom security roles to grant user access to specific analytics and reporting dashboards.
Prerequisites
- Familiarity with Copilot Service workspace and the Copilot Service admin center
- Understanding of experience profiles and security roles in Dynamics 365 Contact Center
- Basic knowledge of Power Platform admin center and security role configuration