Dynamics 365 Quality Agent: How it Works

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.

Keywords

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