Dynamics 365 Contact Center - Start quality and coaching in one click with out-of-box criteria
🚨 The Signal: Dynamics 365 Contact Center introduces default quality monitoring and coaching, enabling one-click activation. This automates performance oversight, potentially exposing sensitive customer interaction data if not properly governed.
The Impact
Contact Center Admins are affected by new default monitoring capabilities, posing a risk to data privacy and compliance if not configured securely.
- Contact Center Admins: Risk of unintended data exposure due to default monitoring settings.
- Security Teams: Need to review and approve new data processing activities for compliance.
- Privacy Officers: Risk of non-compliance with data privacy regulations without proper consent and notification.
- Legal Teams: Potential for legal challenges if monitoring is not transparent and compliant.
The Action
- Review default quality indicators and evaluation plans within Dynamics 365 Contact Center.
- Assess data retention policies for recorded conversations and coaching data.
- Ensure appropriate privacy notices and consent mechanisms are in place for monitored interactions.
- Define and implement access controls for quality and coaching data to restrict unauthorized viewing.
Domain: M365-Apps · Impact: medium · Workload: M365 Apps