Indicators and guardrails

Learn it in 5 minutes

The quality and coaching page applies to Dynamics 365 Contact Center only. An evaluation plan sets the criteria, which conversations, the timing, and the actions. Frequency is In real time, during the conversation, or On conversation close, after it ends. Conditions pick the queue or workstream. Sampling is a percentage. Real-time actions can notify a supervisor, send a coaching nudge, or both, for ranges the page names Critical, Warning, and Normal. On conversation close, weights say how much each indicator contributes.

Indicators are questions with scores. Answer types on the page include Yes/No, multi-select, and single select. Guardrails are required or prohibited behaviors. They are evaluated for violations rather than numeric scores, and each has a priority of Low, Medium, or High. You need the Omnichannel Administrator role, and the page says to set up consumption-based billing and capacity. The page says not to use the feature for employment decisions, and not to infer emotional or psychological states. Build the library, then the plan, then activate it.

Quality evaluation uses scored indicators and unscored guardrails. Real time and on close are different frequencies. Do not use the score for employment decisions.

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Worked example

An indicator scores. A guardrail flags a required or prohibited behavior. Neither one is an employment decision.

1. Library Indicators and guardrails
2. Plan Frequency, conditions, sampling
3. Action Nudge, notify, or a score
4. Limit Not an employment decision

If it fails: A prohibited phrase is given a numeric weight because it was entered as an indicator.

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Flashcards

Ecosystem

Glossary

• Least active assignment The assignment-methods page says least active is available for voice and messaging only, and is the default selection when you create a voice or messaging queue. Config: The page says the last-capacity-release data is in msdyn_agentchannelstate. It also says not to use the feature for employment decisions. Fault: Least active is promised on a record queue.
• Quality evaluation plan The quality and coaching page, which applies to Dynamics 365 Contact Center only, says an evaluation plan sets the criteria, the conversations, the timing, and the actions. Config: The page names the Omnichannel Administrator role, plus consumption-based billing and capacity. It says not to use the feature for employment decisions. Fault: A plan is activated before any indicator exists in the quality library.
• Quality guardrail On the quality and coaching page, a guardrail defines a required or prohibited behavior. Guardrails are evaluated for violations rather than assigned numeric scores, and each has a priority. Config: Set priority and optional nudge text, then activate the guardrail before you add it to a plan. Fault: A prohibited behavior is given a numeric score because the indicator form was copied.
• Short-term forecast The forecasting overview says a short-term scenario predicts volume and average handle time in 15-minute intervals for a horizon of up to six weeks (42 days), using a linear trend on internal or external data. Config: The same page says a long-term scenario is daily, up to three years (1,096 days). Weighted average is marked preview. Fault: A six-week forecast is read as a daily three-year plan.

Sister technologies

Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.

Config and troubleshooting

A prohibited phrase is given a numeric weight because it was entered as an indicator.

Cross-platform bridges

Future hooks

Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.

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