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post-call analytics

About this tag
Post-call analytics refers to the data and insights generated after a customer service call ends, including sentiment analysis, key performance metrics, and survey results. In the context of Microsoft Dynamics 365 Contact Center, post-call analytics are integrated into the closed conversation form, allowing service representatives to review call recordings, transcripts, and AI-generated summaries. This helps teams quickly identify recurring issues and improve customer experience. The tag covers discussions about leveraging AI for call quality management and the practical benefits of having post-call data readily accessible.
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    Revolutionizing Call Quality Management with AI in Dynamics 365 Contact Center

    Dynamics 365 Contact Center is stepping up its game in call quality management by introducing an advanced AI summary feature built right into the closed conversation form. This strategic update empowers service representatives to review not only call recordings and transcripts but also a rich...
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    • ai summarization call quality management contact center dynamics 365 post-call analytics
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    • Forum: Windows News
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