D365 Quality Evaluation Agent Setup

Key insights

• Quality Evaluation Agent (QEA): An AI-driven feature in Dynamics 365 that automates and scales quality reviews by analyzing cases and conversations.
  It standardizes assessments so supervisors find issues and coach agents faster.
• Copilot Service admin center: The central place to enable and configure QEA under Customer Support > Quality management.
  Prepare required roles, connection references, Copilot credits, and any cross-region consent before enabling.
• Core concepts: QEA uses Evaluation criteria (questions and scoring), Evaluation plans (when and how to run checks), and Evaluations (AI-generated scores, summaries, and feedback).
  These elements let teams automate scheduled or on-demand quality checks.
• Scoring and thresholds: You can enable criteria scoring and set a numeric threshold out of 100 to flag results.
  Note: turning on scoring is a one-way action and cannot be reversed.
• Capabilities and availability: Case capabilities are generally available while Conversation capabilities are in public preview; administrators can also enable bulk evaluations for cases.
  These options expand how and when evaluations run across channels.
• Post‑enable setup and use: Supervisors create Evaluation forms, configure questions and scores, and use Manage data to add or remove fields the agent uses for summaries.
  After saving, teams can run evaluations, review scores, and act on feedback to improve agent performance.

Keywords

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