Application Insights, an extension of Azure Monitor, provides greater visibility into conversation-based operational telemetry in Dynamics 365 Customer Service.
The activity monitor tool provides recommendations to administrators with steps to avoid future case creation issues by making changes to the rule configuration.
Copilot analytics in Dynamics 365 Customer Service offers deep insights into the operational impact of an organization’s investment in AI-enhanced customer service.
With the enhancements in this release wave, Teams collaboration features (embedded chat, swarming, and Teams meeting integration) are even more robust.
With custom columns in the conversation table, organizations can enable agents to quickly summarize interactions and associate conversations with leads.