Try the AI agent activity feed in Dynamics 365 Customer Service

Contact centers are increasingly adopting AI agents as part of their journey to become autonomous. During this time of rapid transformation, the need for a robust system to monitor agent activity is critical. AI agents are capable of resolving customer issues independently across channels, but their autonomy introduces new challenges around compliance, customer trust, and operational transparency. 

To address this, we’re excited to announce the agent activity feed, now in preview. This release empowers AI supervisors with the tools they need to monitor agent behavior and intervene when necessary. Additionally, it ensures organizations are adopting AI responsibly and in line with their values and regulatory requirements. 

Empower supervisors with agent data

The initial release of the agent activity feed includes: 

• Inbox-style UX for AI supervisors to view each action an agent performs in a streamlined interface
• Activity sharing with up to 250 users to support broad visibility across teams
• Monitoring capabilities for: 
  • Case Management Agent 
  • Custom Copilot Studio-based agents
• Filtering options by agent name and agent status
• A detailed agent run view including: 
  • A summary of steps taken 
  • An activity map 
  • Direct access to associated Dataverse records 

Set up the agent activity feed

Viewing the agent activity feed requires the enablement of at least one AI agent in Copilot Service admin center. Users must have a Customer Service Enterprise license and Microsoft Copilot Studio (MCS) message packs available.

Admins can customize which agents to enable. They also need to give supervisors the Editor role in MCS for each agent so they can view its activity in the feed.

Admins can turn on this feature in Copilot Service admin center or Power Platform maker center. In a few short configuration steps, they can enable supervisors to view every agent operation. This streamlined feed gives supervisors the ability to catch issues as they happen and ensure a more effective and productive service organization.

Learn more

For more details on how to get started, read the documentation: Configure AI agent feed (preview) | Microsoft Learn

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