MC1214103 High
Dynamics 365 Contact Center - Monitor real-time conversations with Quality Evaluation Agent
Summary AI-generated
Dynamics 365 Contact Center adds real-time conversation monitoring with Quality Evaluation Agent, notifying supervisors if quality scores fall below thresholds; GA on Jan 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 monitor real-time conversations with Quality Evaluation Agent in Dynamics 365 Contact Center. This feature will reach general availability on January 16, 2026.
How does this affect me?
When a quality score falls below defined thresholds, the Quality Evaluation Agent sends a notification to supervisors.
Key functionality of this feature includes:
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Monitor real-time conversations with Quality Evaluation Agent.
How does this affect me?
When a quality score falls below defined thresholds, the Quality Evaluation Agent sends a notification to supervisors.
Key functionality of this feature includes:
- Evaluation criteria: Supervisors can create a form with questions, answer choices, scoring metrics, and detailed instructions to automate quality evaluations.
- Evaluation plan: Supervisors establish plans that define when and how interactions are evaluated. They can select evaluation frequency, apply specific criteria, and configure thresholds and notification preferences to ensure systematic, real-time assessments.
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Monitor real-time conversations with Quality Evaluation Agent.