Monitor and optimize Dynamics 365 Contact Center with AI-driven insights
At a glance
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Level
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Skill
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
- Experience with the Copilot Service admin center, security roles, and workstreams in Dynamics 365 Contact Center
- Basic familiarity with Power BI reports and Microsoft Fabric workspaces
Achievement Code
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Modules in this learning path
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.
Configure proactive engagement in Dynamics 365 Contact Center to initiate outbound voice calls and SMS messages. Set up outbound workstreams for voice and SMS, choose engagement types (AI-led or representative-led) and dialing modes, configure proactive campaigns with audience sourcing, routing, outcomes, reattempts, and frequency limits, and monitor campaign performance with the proactive engagement dashboard.
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.