Dynamics 365 Contact Center: Quality evaluation - Specify who to evaluate in conversations

🚨 The Signal: Dynamics 365 Contact Center now allows granular selection of participants for quality evaluation within conversation transcripts. This enables focused review of specific agents, IVR/bots, or the entire interaction, impacting audit and compliance processes.

The Impact

Contact center quality evaluators are affected, with a low security risk related to the scope of audit trails.

• Quality evaluators: Can now focus audits, potentially missing broader context if not used carefully.
• Compliance teams: Improved ability to demonstrate targeted review of specific interaction components.
• Security teams: Low risk, but ensures audit trails can be tailored, which is a minor security benefit.

Domain: Other · Impact: low · Workload: Other