MC1198596 High
Dynamics 365 Contact Center – Evaluate closed conversations with Quality Evaluation Agent
Summary AI-generated
Dynamics 365 Contact Center adds automated evaluation of closed conversations, generating quality scores and insights for supervisors, available from January 16, 2026.
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
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Original post from Microsoft
We are announcing the ability to evaluate closed conversations, generate quality scores, and provide insights to help supervisors improve interaction quality in Dynamics 365 Contact Center. This feature will reach general availability on January 16, 2026.
How does this affect me?
This feature reviews closed conversations and provides quality scores based on defined evaluation criteria and evaluation plans. Additionally, this feature provides supervisors with full control over score calculations, allowing either weighted criteria or equal distribution.
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Evaluate closed conversations with Quality Evaluation Agent.
How does this affect me?
This feature reviews closed conversations and provides quality scores based on defined evaluation criteria and evaluation plans. Additionally, this feature provides supervisors with full control over score calculations, allowing either weighted criteria or equal distribution.
- Evaluation criteria: Supervisors create a form with questions, answer choices, scoring metrics, and instructions for Quality Evaluation Automation. Quality Evaluation Agent uses these criteria to assess interactions and generate responses and assign quality scores. Supervisors get insights into the overall contact center conversation quality.
- Evaluation plan: Supervisors set up plans that define when to evaluate interactions. They select interactions based on conditions and apply the right evaluation criteria to conduct evaluations.
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Evaluate closed conversations with Quality Evaluation Agent.