Monitor and optimize Dynamics 365 Contact Center with AI-driven insights

  • Learning Path
  • 1 Modules

At a glance

Use AI-driven insights to take control of contact center operations end to end. In this learning path, you configure supervisor permissions and real-time monitoring tools so your team can intervene in live conversations, run proactive outbound voice and SMS campaigns to reach customers first, analyze performance with AI-enhanced dashboards extended through Power BI and Microsoft Fabric, and apply AI-powered workforce management to forecast demand, plan shifts, and schedule representatives with precision.

Prerequisites

  • Completion of the Implement an AI-powered contact center with Dynamics 365 learning path, or equivalent experience with the Copilot Service admin center, security roles, and workstreams
  • Basic familiarity with Power BI reports and Microsoft Fabric workspaces

Modules in this learning path

Unlock insights with analytics and reporting in Dynamics 365 Contact Center

Explore the analytics and reporting framework in Dynamics 365 Contact Center. Use out-of-the-box historical and real-time dashboards, personalize reports with filters and bookmarks, extend data models with Power BI and Microsoft Fabric, and configure Azure Application Insights to capture and query conversation lifecycle telemetry.

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