Triggering quality monitoring score alert using Microsoft Power Automate

Time to execute: approx. 7 min.

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

Note: Because this example uses a "Send me a mobile notification" action from Power Automate, it should be created by the person (me) configuring this Power Automate flow.

Prerequisites

Configure Quality Monitoring

1. 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, in the Settings list, enable WriteSummaryToSharePoint and UseQualityMonitor. This will include Quality management score in the CallSummary list.
   
   

2. Configure your Quality management question:
   

3. (Optionally) configure a retention policy on your CallSummary list to keep the list size under control. Learn More

Create a Microsoft Power Automate Flow

1. Download, install, Open and login Microsoft Power Automate from the mobile Appstore to your phone. This will allow the notifications for you to be recognized and displayed on your phone.

   

2. The setup from the mobile client does not (currently) allow for a "start from scratch" method, therefore the following steps can more easily be done from a desktop browser.
   Goto https://make.powerautomate.com (under your own user account) and click on +Create:

   

3. Select Automated cloud flow to start a new flow.

   

4. Give the flow a name (1), Select theTrigger: When an item is created - SharePoint (2), and click Create (3)

   

5. Under “Site Address” select, search or enter the site name of the UCC site. (You should have at least "Read" access to the Site collection hosting the UCC site)

   

6. Select the “List Name”, CallSummary from the drop down menu

   

7. Click + New step.

   

8. in the "Choose and operation" screen, from "Actions" select a Condition - Control.

   

9. Build a "Condition", for when you would like to receive a "Mobile Notification",

   like if a score between 1 and 5 is given (i.e. written to the CallSummary list) out of a possible range of 1 to 9, define a range of the value for Qualitymonitor "greater than or equal to 1" AND "less than or equal to 5".

   

10. Next under “If yes” tap “Add and Action” and populate the desired Notification information to be shown to you. (Leave the "If No" untouched)

    

11. The Total flow will look like below, and click Save (1) and as suggested Test (2) the flow.

    

12. When the flow is triggered if a customer leaves a "Qualitymonitor" score between 1 and 5, a notification will be shown on the phone:

    

    • A Quality score of 5 or lower has been given

    • Direct URL to CallSummary list

    • Go directly to CallSummary List
      (The CallSummary list will show caller, score and agent details )

     Tip: You could configure a more mobile friendly "View" for this list which shows less columns from this list.