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Configure autonomous agent monitoring

The agent activity monitoring experience helps supervisors track autonomous agent activities on cases. A detailed view of the activities helps supervisors identify problems and improve autonomous agents performance to better serve customers.

Supervisors can monitor agent activity by using Agent Feed (preview) and Agent Supervisor view in case forms.

Prerequisites

Administrator role with permissions to access Power Apps.

Add autonomous agent feed and agent supervisor view

To view the agent activity, you need to add the autonomous agent and the Agent Supervisor view to the Copilot Service workspace app in Power Apps. Learn more in Add agents to your model-driven app.

  1. Sign in to Power Apps and select your contact center environment.
  2. In the site map, select Apps, search for Copilot Service workspace, and edit it.
  3. Follow these steps to enable Agent feed:
    1. In the site map, select the Agents icon.
    2. Under Agent feed, select the agent that corresponds to Case Management Agent, such as Case Processing Agent, select the ellipses (...) > Add to app.
    3. Save and publish the changes.
  4. Follow these steps to add Agent Supervisor view:
    1. Search for and select Case view.
    2. In Cases pane, select Views.
    3. Select the ellipses (...) for Agent Supervisor and then select Add.
    4. Save and publish the changes.
  5. Sign in to Copilot Service workspace with a supervisor role to verify that the agent feed appears in the site map.

Set up Case Management Agent to create and update cases
Supervise autonomous agents

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