Dynamics 365 Customer Service – Configure quality evaluation with quality evaluation agent

We are announcing the ability to configure quality evaluation framework with Quality Evaluation Agent in Dynamics 365 Customer Service. This feature will reach general availability on October 31, 2025. How does this affect me? The evaluation framework allows AI supervisors to define business quality standards for both customer service representatives and AI agents through detailed evaluation criteria. This feature enables autonomous and AI-assisted assessments of customer interactions across channels (cases, conversations, emails, surveys). Evaluation is comprised of three key components:

• Evaluation criteria: Structured forms with questions, scoring logic, and instructions that define what quality means for a business. Supervisors can use out of the box criteria as guidelines or create customized criteria.
• Evaluation plans: Rules that determine when and how evaluations are triggered, based on specific conditions like SLA breaches or sentiment drops. Supervisors can use on-demand evaluation to select cases and request them to be evaluated.
• Evaluations: The actual scoring and analysis of interactions evaluated, producing summaries, insights, and coaching recommendations for supervisors.

What action do I need to take? This message is for awareness, and no action is required. If you would like more information on this feature, please visit the Configure quality evaluation with quality evaluation agent article.