Dynamics 365 Contact Center – Evaluate closed conversations with Quality Evaluation Agent

We are announcing the ability to evaluate closed conversations, generate quality scores, and provide insights to help supervisors improve interaction quality in Dynamics 365 Contact Center. This feature will reach general availability on January 16, 2026. How does this affect me? This feature reviews closed conversations and provides quality scores based on defined evaluation criteria and evaluation plans. Additionally, this feature provides supervisors with full control over score calculations, allowing either weighted criteria or equal distribution.

• Evaluation criteria: Supervisors create a form with questions, answer choices, scoring metrics, and instructions for Quality Evaluation Automation. Quality Evaluation Agent uses these criteria to assess interactions and generate responses and assign quality scores. Supervisors get insights into the overall contact center conversation quality.
• Evaluation plan: Supervisors set up plans that define when to evaluate interactions. They select interactions based on conditions and apply the right evaluation criteria to conduct evaluations.

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 Evaluate closed conversations with Quality Evaluation Agent.