Category: contact-centre

Bringing end-to-end visibility with screen recording in Dynamics 365

(A unified capability for Dynamics 365 Customer Service and Dynamics 365 Contact Center that captures an agent’s on-screen workflow to provide context beyond just voice and text.)

Real-time User Journey

This journey illustrates how screen recording helps resolve a complex “process” dispute where a transcript alone wasn’t enough:

1. Complex Interaction: An agent assists a customer with a high-value insurance claim. The interaction involves navigating three different internal legacy systems and a knowledge base.
2. Triggered Recording: As soon as the agent accepts the call in the Contact Center, the screen recording starts automatically (or is manually toggled by the service rep).
3. Visual Workflow: The agent hits a snag in the legacy system, leading to a delay. They search for a workaround in the knowledge base, which the recording captures.
4. Secure Upload: Upon ending the session, the recording is automatically and securely uploaded to Microsoft Dataverse, linked directly to the specific conversation and case record.
5. Quality Evaluation: A supervisor reviews the “Critical Failure” flagged by the Quality Evaluation Agent. While the transcript sounds professional, the Screen Recording shows the agent bypassed a mandatory compliance checkbox in the internal system.
6. Targeted Coaching: The supervisor uses the video to show the agent exactly where they deviated from the process, using the recording as a visual training tool to prevent future errors.

Step-by-Step: How to Enable This Feature

Administrators can enable and govern this feature within the admin center settings:

• Step 1: Admin Center Access

Sign in to the Customer Service admin center or Contact Center admin center.

• Step 2: Navigate to Recording Settings

Go to Operations > Insights > Call and Screen Recording.

• Step 3: Enable Screen Recording Controls

Toggle the “Enable screen recording” switch to On. You can choose to enable this for “Voice Conversations” (automatic) and “Other Workloads” (manual toggle for agents).

• Step 4: Configure Storage & Governance

Ensure your Dataverse storage is configured to handle video files. Set the Retention Policy (e.g., “Delete screen recordings after 90 days”) to align with your regional compliance laws.

• Step 5: Set Role-Based Access (RBAC)

In the Security Roles section, assign the “Screen Recording Viewer” or “Manager” roles only to authorized supervisors and compliance officers. This ensures that sensitive on-screen data is protected.

• Step 6: Deploy to Workspace

Go to Agent Experience Profiles and ensure the “Screen Recording” component is visible in the agent’s live conversation widget or productivity pane.

Infographic: Closing the Visibility Gap

References

2026 Release Wave 1: Transforming Business Processes with Agentic AI

(A comprehensive roadmap detailing hundreds of new capabilities across Dynamics 365, Power Platform, and Copilot Studio, focusing on autonomous agents and “human-in-the-loop” productivity.)

Real-time User Journey: The Autonomous Supply Chain

While the release covers many areas, the “Autonomous Procurement” journey is a primary highlight of this wave:

1. Inventory Anomaly: An Autonomous Supply Chain Agent identifies a predicted shortage of a critical component due to a regional weather event.
2. Market Research: The agent proactively researches alternative suppliers in the Microsoft Dataverse and via the web, comparing lead times and carbon footprints.
3. Drafting the Plan: The agent drafts a procurement plan, including a pre-filled purchase order for a new supplier that meets all sustainability criteria.
4. Human-in-the-loop Approval: The Procurement Manager receives a notification in Microsoft Teams. They open the Copilot sidecar, review the agent’s reasoning, and approve the order with one click.
5. Execution & Tracking: The agent submits the order, updates the ERP, and begins tracking the shipment, providing the manager with real-time risk updates as the weather event progresses.
6. Resolution: The factory avoids a production halt, and the manager spends their day on strategic supplier relationships rather than manual order tracking.

Step-by-Step: How to Enable Wave 1 Features

Release wave features are rolled out in stages. Here is how to manage and enable them:

• Step 1: Access the Release Planner

Visit the Microsoft Release Planner to see the specific dates for each feature (General Availability vs. Public Preview).

• Step 2: Enable Early Access

Sign in to the Power Platform Admin Center. Go to Environments > [Your Environment] > Settings > Updates. Click “Manage” and select “Update now” to enable the 2026 Wave 1 early access features in a sandbox environment.

• Step 3: Configure New Autonomous Agents

Navigate to the Agent Hub within Dynamics 365 or Copilot Studio. Locate the new pre-built agents (e.g., Sales Research Agent or Case Management Agent) and toggle them to Enabled.

• Step 4: Update App Profiles

Go to Agent Experience Profiles and ensure the new Copilot Pane and Multi-session companion features are added to your users’ workspaces.

• Step 5: Define Knowledge Sources

In Copilot Studio, point your agents to the updated Microsoft Fabric or Dataverse connectors to ensure they are using your latest enterprise data for their “Agentic” reasoning.

• Step 6: Monitor Performance

Use the newly released AI Evaluation Dashboards to measure the accuracy and ROI of the Wave 1 features as they are rolled out to production.

Infographic: 2026 Release Wave 1 Pillars

References

AI Evaluation: The New Standard for Measuring Contact Center Excellence

(A comprehensive framework focused on measuring the performance of AI agents and human-AI collaboration using advanced metrics like reasoning accuracy and response latency.)

Real-time User Journey: The AI Audit Loop

This journey illustrates how a supervisor uses the AI Evaluation framework to ensure an autonomous agent is performing safely and effectively:

1. Autonomous Interaction: An AI agent handles a complex request regarding a “Warranty Exception” for a high-value customer.
2. Telemetry Capture: In real-time, the system captures not just what was said, but the Reasoning Path the AI used to decide to grant the exception.
3. Performance Evaluation: The Evaluation engine automatically scores the interaction based on the Three Pillars: Understand (Did it get the intent?), Reason (Was the logic sound?), and Respond (Was it fast and empathetic?).
4. Anomaly Detection: The framework flags the interaction because the Response Latency spiked to 1.2 seconds (above the 800ms threshold) during a specific logic branch.
5. Supervisor Review: The supervisor opens the Evaluation Dashboard. They see the “Reasoning Trace” and identify that the AI was stuck in a loop checking two conflicting internal policies.
6. Optimization: The supervisor adjusts the policy priority in Copilot Studio. The Evaluation framework then runs a “Synthetic Test” (a simulated call) to verify the fix before the agent goes live again.

Step-by-Step: How to Enable This Feature

The AI Evaluation tools are found within the Analytics and Insights section of the Dynamics 365 Contact Center.

• Step 1: Access the Contact Center Admin Center

Sign in and navigate to Insights > Evaluation Framework.

• Step 2: Define Evaluation Sets

Create a “Dataset” of representative customer interactions (both voice and text) that you want the AI to use as a benchmark for “Good” performance.

• Step 3: Set “Three Pillar” Thresholds
  • Understand: Define the required Intent Recognition Accuracy (e.g., >90%).
  • Reason: Enable “Reasoning Tracing” to capture the AI’s step-by-step logic.
  • Respond: Set the Target Latency (e.g., <800ms) and Tone Consistency parameters.
• Step 4: Enable Automated Quality Scoring

Toggle on Auto-Evaluation. This allows the AI to score 100% of interactions using the Quality Evaluation Agent (QEA) framework.

• Step 5: Configure Synthetic Testing

In the evaluation settings, enable Simulated Conversations. This allows you to “test” your AI agents against a battery of predefined scenarios to measure performance before they interact with real customers.

• Step 6: Deploy the Evaluation Dashboard

Add the AI Performance Insights report to your Power BI workspace to view real-time scores across your entire digital workforce.

Infographic: The AI Evaluation Framework

References