AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ101

Configure the Dynamics 365 Contact Center representative experience

A company uses Dynamics 365 Contact Center. Supervisors must be able to do the following:

  • Observe conversations without notifying customers or interacting.
  • Redirect a conversation from one customer service representative (CSR) to another CSR.

Configure the supervisor settings to meet these requirements using the least security access for each requirement. Each configuration may be used once, more than once, or not at all.

Drag & Drop
Observe conversations.
Redirect conversations.
Explanation

Supervisor Monitor lets a supervisor observe how representatives handle conversations without joining or interacting. Supervisor Transfer grants the ability to transfer a conversation from one service representative to another. Whisper and Barge in involve interaction, while Assign is for assigning a conversation rather than redirecting an active one.

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