Follow Along on Video
1. Accessing the Dynamics Contact Center
- Go to csusm.crm.dynamics.com and log in using campus credentials.
Screenshot callout: Login screen and main dashboard view
- Switch to the correct app (Customer Service Workspace) using the top left menu.
Screenshot callout: App switcher menu highlighting Customer Service Workspace
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2. Receiving and Handling Calls
- When a call comes in, you'll see a voice call request. Accept or reject as needed.
Screenshot callout: Incoming call notification panel
- The call center window will show caller details, interaction history, and an AI summary.
Screenshot callout: Call center window with caller info and summary
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3. Using Transcription and Notes
- The system transcribes the call in real time. You can hide the transcript if desired.
Screenshot callout: Transcript panel and hide button
- Pause the recording/transcript if needed; this will be noted in the transcript.
Screenshot callout: Pause recording button
- Use the "Take Notes" section to add manual notes about the conversation.
Screenshot callout: Notes section open during a call
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4. Transferring and Consulting During Calls
- Transfer calls to another queue, team member, or external phone number.
Screenshot callout: Transfer options menu
- Use the consult feature to bring in another staff member for support.
Screenshot callout: Consult window showing available team members
- When consulting, the caller is placed on hold and you can chat or call the consultant.
Screenshot callout: On-hold indicator and chat window with consultant
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5. Disposition Codes and Call Summaries
- After ending a call, select a disposition code to categorize the conversation.
Screenshot callout: Disposition code selection dropdown
- Review the call summary, including sentiment analysis and transcript.
Screenshot callout: Call summary panel with sentiment highlights
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6. Managing Contacts and Unrecognized Callers
- If a caller is not recognized, clear the contact and search by name or EMPL ID.
Screenshot callout: Contact search and creation screen
- Link the call to the correct contact to view their history and open cases.
Screenshot callout: Contact record with recent interactions
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7. Reviewing Past Calls and Activities
- To review previous calls, search for the contact and open their recent interactions.
Screenshot callout: Contact activity list and call record view
- View transcripts, sentiment, and agent/customer speaking times for each call.
Screenshot callout: Transcript and sentiment analysis section
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