Dynamics 365 Contact Center: Quality evaluation - Recurring conversation evaluations

🚨 The Signal: Dynamics 365 Contact Center now allows recurring conversation evaluations, not just event-based. This enables continuous monitoring and retrospective analysis of customer interactions, potentially exposing sensitive data to more evaluators.

The Impact

Security teams and data owners are affected by expanded data access, increasing the risk of unauthorised disclosure.

• Security Teams: Risk of data overexposure due to broader access to sensitive conversations.
• Data Owners: Increased risk of sensitive customer data being accessed by more personnel.
• Compliance Officers: Need to review and update data access policies for recurring evaluations.
• Privacy Officers: Potential for privacy breaches if evaluation scope is not tightly controlled.

The Action

1. Review existing Dynamics 365 data access policies for conversation evaluations.
2. Identify all roles and users with permissions to configure or perform recurring evaluations.
3. Implement least privilege access for all evaluation profiles and data sets.
4. Audit evaluation configurations to ensure only necessary data is included in recurring evaluations.
5. Update data handling and privacy impact assessments to reflect new evaluation capabilities.

Domain: Other · Impact: medium · Workload: Other