Triggering quality monitoring score alert using Microsoft Power Automate

This article explains you how you can use Microsoft Power Automate to create your own specific alerts.

Configuration

Configure Quality Monitoring

On the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Configuration page on SharePoint, enable WriteSummaryToSharePoint and UseQualityMonitor. This will include Quality management score in the CallSummary list.

Configure your Quality management question:

(Optionally) enable the Retention Policy

Create a Microsoft Power Automate Flow

1. Download and open Microsoft Power Automate from Appstore

2. Tap the “Flows” key

   

3. Tap Create from Blank

   

4. Select Trigger: SharePoint, When an item is created

   

5. Under “Site Address” enter the site name of the UCC configuration page. Connection should be made with the credentials that can read the page

6. Select the “List Name” drop down menu

   

7. Select “CallSummary” and tap Done

   

8. Tap “+ New step” and “Add a condition”

   

9. Build a Condition, like:

   1. QualityMonitor

   2. Is less than or equal to

   3. 5

10. Next under “If yes” tap “Add and Action”

    

11. Select “Notifications: Send me a mobile notification”

    

12. Enter a “Text” you want to send as message and optionally a link directly to the CallSummary list:

    1. A Quality score of 5 or lower has been given

    2. Direct URL to CallSummary list

    3. Go directly to CallSummary List

    

13. Enter a “Flow name” and tap “Create”

    

14. Tap “Done”

    

Edit a Microsoft Power Automate Flow

1. When you tap your flows you can edit or “Enable/disable the flow

   

Preview

1. When a Quality Score of 5 or lower is left, a phone alert is given

2. With a direct hyperlink configured this will redirect to the CallSummary list in the default mobile browser

   

3. The CallSummary list will show caller, score and agent details