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The agent insights dashboard in Dynamics 365 Contact Center provides a comprehensive view of AI agent performance, allowing you to monitor key metrics and make informed decisions.
Enable the dashboard
After you enable the Agent insights dashboard, you can access it in Copilot Service workspace to view real-time performance data and analytics for your AI agents.
In Copilot Service admin center, go to Insights under Operations.
Under AI feature settings, select Manage for Agent insights.
On the Agent insights page that appears, turn on the Enable Agent insights toggle.
Save the changes.
Configure KPI goals
Set the KPI goals on the Agent insights page.
For conversations: Turn on the toggle for the following KPIs:
- Autonomous rate: Set a goal for your AI agent's autonomous rate that tracks the percentage of conversations closed by AI agents without being routed to a representative.
- Quality score: Turn on the toggle to use the quality score goal set on your Quality Evaluation Agent settings page.
For cases:
- Autonomous rate: Set a goal for your AI agent autonomous rate that tracks the percentage of cases closed by AI agents without being routed to a representative.
- Days to close: Set a goal to reach for the average number of days to close a case.
- Quality score: Turn on the toggle to use the quality score goal set on your Quality Evaluation Agent settings page.