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[This article is prerelease documentation and is subject to change.]
The agent activity monitoring experience in your contact center allows supervisors to observe AI agents interactions with customers. A granular view of the activities enables the supervisors to identify issues and improve AI agents performance to better serve customers.
In the preview release, Case Management Agent only is supported. You can also enable any custom generative AI agents.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
Prerequisites
Administrator role with permissions to access Power Apps.
Add an autonomous agent feed
To view the agent activity, you need to add the autonomous agent to the Copilot Service workspace app in Power Apps. Learn more in Add agents to your model-driven app.
Sign in to Power Apps and select the environment in which your contact center resides.
In the site map, select Apps, search for Copilot Service workspace, and edit it.
In the site map, select the Agents icon.
Under Agent feed, select the agent that corresponds to Case Management Agent, such as Case Processing Agent, select the ellipses (...) > Add to app.
Save and publish the changes.
Sign in to Copilot Service workspace with a supervisor role to verify that the agent feed appears in the site map.
Related information
Set up Case Management Agent to create and update cases
Supervise AI agents