As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. However, questions about control, security, compliance, and performance linger. That’s why we built Agent hub in Dynamics 365. It’s a one-stop hub that empowers customer service and contact center admins and supervisors to safely adopt AI, monitor its impact, and make informed, responsible decisions.
In this blog post, we’ll walk you through why it matters, what it offers, and how it works — featuring our key pillars: Learn, Rollout, and Measure.
Why do we need Agent hub?
Adopting AI in the enterprise isn’t as simple as flipping a switch. Business leaders and IT teams often ask:
- Which AI agents are running in our environment?
- Are they compliant and secure?
- What business value are they driving?
- How can we safely test and roll out AI capabilities without disrupting operations?
Agent hub answers those questions by providing transparency, governance, ROI and actionable insights — all in one place.
With Agent hub in Dynamics 365, customers gain:
- Transparency — Gain clear visibility into AI agent behavior, security, and compliance posture through the Learn pillar.
- Control — Safely adopt AI workflows incrementally by intents and workloads using the Rollout manager.
- Performance monitoring — Measure AI agent performance and key KPIs via the performance dashboards in the Measure pillar.
- Governance and trust — Drive responsible AI adoption aligned with business priorities and regulatory requirements.
Pillar 1: Learn
Before enabling AI capabilities, admins can access plain-language, guided overviews of AI agents, security protocols, compliance impacts, and adoption workflows. This helps demystify AI and empowers decision-makers with the knowledge to act confidently.
Key highlights:
- Insights into AI agents, Copilot features, and Fully Autonomous Contact Center (FACC) flows
- Security, privacy and compliance insights
- FAQs on AI in Dynamics 365
Pillar 2: Rollout
Adopting AI can be safe and controlled. With Rollout manager, you can selectively activate AI agents and autonomous workflows based on specific intents and business rules, giving you full control over which workloads are handled by AI.
Key highlights:
- Define rollout plans
- Track adoption status and control exposure incrementally
Pillar 3: Measure
Once an AI agent is live, you need to measure what matters. Performance dashboards for AI agents highlight KPIs like:
- Autonomous rate
- Resolution rate
- Average handle time
- Abandon rate
With seamless drill-down to L2 dashboards and actionable insights for AI agents like Knowledge Management Agent, supervisors can continuously measure and optimize AI impact.
The Agent hub in Dynamics 365 isn’t just a tool, it’s a framework for safe, transparent, and value-driven AI adoption. Whether you’re starting your AI journey or scaling enterprise-wide automation, it equips you with the insights and controls you need to move forward with confidence.
Learn more about Agent hub
Ensure your organization stays ahead of customer expectations. Preview Agent hub in Dynamics 365 and share your feedback.
To learn more, read the documentation: Overview of agent hub (preview) | Microsoft Learn
