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Dynamics 365 Quality Agent: How it Works
Dynamics 365
27. Mai 2026 22:40

Dynamics 365 Quality Agent: How it Works

von HubSite 365 über Dian Taylor - [MVP] (Dynamics 365 Talk)

Microsoft MVP | Dynamics 365 CE Presales Engineer - Director at RSM US LLP | LinkedIn Learning Author

Pro UserDynamics 365Learning Selection

Dynamics three sixty five Quality Evaluation Agent scales QA with Criteria, Plans and Results to improve coaching and CX

Key insights

  • Quality Evaluation Agent (QEA) is an AI-powered tool in Dynamics 365 Customer Service and Dynamics 365 Contact Center that automatically scores support interactions and gives supervisors insights for coaching and improvement.
    It reduces manual reviews and scales quality oversight across teams.
  • Core framework: Evaluation criteria (questions, scoring logic, instructions), Evaluation plans (when and how evaluations run), and Evaluations (scores, summaries, coaching recommendations).
    These three parts work together to define, apply, and report quality consistently.
  • How to enable and operate: administrators configure QEA in the Copilot Service admin center under the Customer Support > Quality management area and can enable evaluation for Case or Conversation records.
    Note: criteria scoring cannot be turned off once enabled, and bulk evaluations for cases are available in preview.
  • Recent updates and capabilities: conversation capabilities reached general availability on February 6, 2026, joining case evaluation as GA.
    The framework supports weighted criteria or equal distribution, AI-supervisor review before publishing scores, and evaluations across cases, conversations, emails, and surveys.
  • Key benefits: consistency in scoring, scalability for higher review volume, actionable insights for coaching, reduced subjectivity through structured rules, and coverage of both human and AI interactions.
    Organizations can use QEA to standardize quality and speed up improvement cycles.
  • Roadmap and important controls: Microsoft plans multilanguage support, criteria versioning, the ability to flag critical questions, simulation capabilities, and knowledge source adherence checks.
    Proper roles such as Quality Administrator are required for setup and ongoing management.

Dynamics 365 - Dynamics 365 Quality Agent: How it Works

Keywords

Dynamics 365 Quality Evaluation Agent, Dynamics 365 quality evaluation setup, Dynamics 365 call evaluation agent, Dynamics 365 agent performance metrics, Dynamics 365 QA automation, Dynamics 365 quality management, Dynamics 365 evaluation templates, Dynamics 365 compliance and quality