MC1443092 High
Dynamics 365 Contact Center - Start quality and coaching in one click with out-of-box criteria
Summary AI-generated
Admins can now start quality and coaching in Dynamics 365 Contact Center with out-of-box criteria, reaching general availability on August 31, 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 start quality and coaching in one click with out-of-box criteria in Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026.
How does this affect me?
Every organization now includes a set of out-of-box quality indicators and a ready to use evaluation plan available by default. These indicators support both real time evaluation and evaluation upon close, so admins can monitor conversations as they happen or after they end.
Using the out-of-box criteria and plan, admins enable quality and coaching in a single click, without first creating their own criteria or evaluation plan. Once enabled, supervisors receive real time notifications, CSRs receive coaching nudges, and teams can review quality scores for evaluated conversations.
What action do I need to take?
This message is for awareness, and no action is required.
How does this affect me?
Every organization now includes a set of out-of-box quality indicators and a ready to use evaluation plan available by default. These indicators support both real time evaluation and evaluation upon close, so admins can monitor conversations as they happen or after they end.
Using the out-of-box criteria and plan, admins enable quality and coaching in a single click, without first creating their own criteria or evaluation plan. Once enabled, supervisors receive real time notifications, CSRs receive coaching nudges, and teams can review quality scores for evaluated conversations.
What action do I need to take?
This message is for awareness, and no action is required.