Microsoft has introduced new capabilities in Dynamics 365 Contact Center aimed at improving supervisors' ability to monitor customer service interactions. These enhancements provide supervisors with greater visibility into ongoing conversations, allowing for more effective management of customer engagements.
The update is designed to help supervisors identify potential issues in real-time, enabling timely interventions to maintain high service standards. By offering deeper insights into chat activities, the enhancements support better decision-making and resource allocation within customer service teams.
Here’s what you need to know:
How it works: Navigate to Ongoing Conversations in the Copilot Service admin center, select a conversation, and click Monitor to view the full transcript, current status, and elapsed time.
Why it matters: Instantly assess whether a conversation is progressing as expected, whether the customer needs more support, or if the conversation should be escalated or transferred.
Key benefits: Ensure service quality, improve response monitoring, speed up customer replies, and streamline supervisor workflows in async channels.
