Improve Monitoring of Copilot Replies in Dynamics 365 CS
Optimize Dynamics 365 with Copilot Analytics for Enhanced Agent Productivity
Key insights
- Monitor Copilot responses in Dynamics 365 Customer Service to gain insights into feature use, impact on agent productivity, and satisfaction with Copilot.
- Utilize Copilot analytics report and individual interaction data for detailed insights and potential customization to fit organizational needs.
- Ensure agent experience data is stored for access to historical interaction data and analytics, enhancing the understanding of agent interactions with Copilot.
- View and analyze detailed agent experience data, including transcripts, agent actions, and feedback, stored in Dataverse for comprehensive analysis.
- Explore practical examples of agent interactions with Copilot, such as asking questions, providing feedback, summarizing cases, and writing emails, to better understand and monitor Copilot responses.
Dynamics 365 Copilot in Customer Service
The Dynamics 365 Copilot in Customer Service has become an invaluable tool for improving agent efficiency and satisfaction. It not only automates responses and actions based on customer inquiries but also allows for real-time data analysis through the Copilot analytics report. Organizations can dive deep into individual agent interactions, including the type of feedback provided (thumbs up or down) and detailed verbatim responses. This granular level of data offers insights into the effectiveness of the Copilot, facilitating potential adjustments to enhance its application.
Storing agent experience data is a critical step towards leveraging the full potential of Copilot analytics, providing a rich dataset for analysis and insight generation. Whether it's understanding how agents are utilizing Copilot for customer interactions, summarizing cases, or crafting emails, the interaction data helps in refining and customizing the Copilot's capabilities to better suit the organization's and agents' needs.
By analyzing detailed interaction data from Dataverse, organizations gain the ability to fine-tune their customer service approach, enhancing overall productivity and agent satisfaction. The examples provided in the analysis demonstrate the practical applications of Copilot in everyday customer service scenarios, offering a blueprint for other organizations to follow in optimizing their use of this powerful tool.
Read the full article Monitor Copilot responses in Dynamics 365 Customer Service
People also ask
How do I use Copilot in Dynamics 365 customer service?
To utilize Copilot in Dynamics 365 customer service, you can engage targeted phrases within the tool to generate responses from its plugins that are currently in preview.
How do you manage a Copilot?
To effectively manage your Copilot, you should open the Copilot application and proceed to the Settings section. Within Settings, there's an option labeled "Manage your subscription" which allows you to amend your subscription details, modify your payment methods, or cancel your subscription, all available through the Copilot Help Center.
How do you summarize support cases with Copilot?
Summarizing support cases via Copilot offers a streamlined approach to understanding case contexts and accelerating customer issue resolution. The case summary feature distills key case details including the case title, involved customer, subject matter, associated product, priority level, case type, and a comprehensive case description.
How do I enable Copilot preview?
To activate the Copilot preview, you should press the plus key alongside the C key, or use the designated Copilot icon on the far right of the taskbar. Should you wish to toggle the visibility of the Copilot icon on your taskbar, simply right-click the taskbar and select the “Show Copilot (preview) button” to either mark or clear the checkbox, depending on your preference.
Keywords
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