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[This article is prerelease documentation and is subject to change.]
Use the agent activity monitoring experience in your contact center to observe AI agents interactions with customers. Agent feed helps identify issues and improve AI agents to better serve customers.
In the preview release, Case Management Agent only is supported. You can also enable any custom generative AI agents.
Important
- This is a production-ready preview feature.
- Production-ready previews are subject to supplemental terms of use.
Prerequisites
- Agent feed is enabled by your administrator.
- Case Management Agent is configured.
- The supervisor must also be the flow owner to view the agent feed.
Monitor autonomous agent activities
In Copilot Service workspace, as a supervisor, you can view the agent activities by using the agent feed.
In the site map, select Agent feed. The agent feed pane displays the activities in To do and Other categories.
You can do the following actions:
- Expand To do to see if you need to manually complete an action.
- Expand Other to view the action types, such as send email, enrich case, and act on a customer issue.
- Select an action to view details such as follows:
- An AI-generated summary: Provides a quick overview of what's completed by the agent. You can also view the sequence of steps, such as whether agent has created a case and sent a follow-up email.
- Conversation ID: The conversation linked to the case.
Details like whether the agent was able to resolve the case, the topics it used to act on the customer issue, and interactions with a record are displayed in the feed.
You can learn more about the various options in Supervise agents in model-driven apps with agent feed.
Related information
Set up Case Management Agent to create and update cases
Configure agent feed for autonomous agents