Use the Contact Center AI summary for call quality management
An update is coming to the closed conversation form in Dynamics 365 Contact Center. Service reps will be able to view recordings, transcripts, sentiment analysis, key metrics, AI summaries, post-call survey results, and sessions in the conversation journey. Users can also access AI summaries for voicemails. The Conversation Journey card provides comprehensive information about the call, including the number of agents and participants, duration, and time for each segment. Admins can enable post-conversation surveys to display CSAT scores, customer feedback, and more. To view Conversation Summaries, enable summaries in the Copilot Service admin center. For more information, read the documentation.
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