Dynamics 365 Contact Center - Control how many conversations are evaluated with a sampling percentage

🚨 The Signal: Dynamics 365 Contact Center will allow setting a sampling percentage for conversation evaluations. This impacts the scope of quality assurance and coaching, potentially reducing oversight on agent interactions.

The Impact

Dynamics 365 Contact Center administrators are affected, with a low security risk related to reduced visibility over all conversations.

• Contact Center Admins: Risk of incomplete oversight on agent interactions.
• Compliance Teams: Potential for reduced auditability of all customer engagements.

The Action

1. Review existing quality assurance policies for conversation evaluation.
2. Determine an appropriate sampling percentage that balances oversight and operational efficiency.
3. Communicate new sampling capabilities to relevant stakeholders and compliance teams.

Domain: M365-Apps · Impact: low · Workload: M365 Apps