Use the Contact Center AI summary for call quality management

An update is coming to the closed conversation form in Dynamics 365 Contact Center.  If the administrator has enabled the option, service reps can view the recordings and transcripts at the end of the conversation. They can also view sentiment analysis, key metrics, AI summary, post call survey results, and sessions in the conversation journey. Users can also access the AI summary for voicemails. Note that it will be a summary of the entire transcript (not just the voicemail). 

The Conversation Journey card provides comprehensive information regarding the number of agents in the call and other participants involved. It also provides the duration, date, and time for each segment of the conversation. A new session begins whenever a primary agent is reassigned to the conversation. Each session header displays the start time and total duration. Within each session, the primary agent is identified, including the time they were assigned and their participation status. When the primary agent exits the session, the session concludes, and the system records the closure reason along with the time of occurrence.  

To view Conversation Summaries, enable summaries in Copilot Service admin center by going to Insights and then Summaries. If a summary was generated when the call ended, it will be displayed. Otherwise, a new summary will generate when the transcript viewer loads.  

Admins can enable the Post-conversation survey tab in the conversation form in Copilot Service admin center under Voice call experiences. It displays CSAT scores, textual customer feedback, First Contact Resolution outcomes, and Net Promoter Scores. If admins don’t enable the tab or customers don’t complete the survey, service reps won’t see the tab in the UI. Calls with surveys go to the survey Microsoft Copilot for Service Copilot Bot after they end, not the agent. Specific entities set by Copilot Studio pull the survey data, and if any values are missing, their header does not appear. 

Learn more about AI summary

Watch a quick video introduction.

To learn more about the AI summary for conversation in Dynamics 365 Contact Center, read the documentation: View call recording and transcripts for voice channel | Microsoft Learn

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