Dynamics 365 Contact Center - Monitor real-time conversations with Quality Evaluation Agent
From Microsoft 365 Message Center Archive by Merill Fernando · Microsoft may not have sent this notice to your tenant.Rollout
Rollout dates are often only in the text. When Microsoft moves them, the change shows under "What changed".
What the notice says
Microsoft’s text, safely structuredWe are announcing the ability to monitor real-time conversations with Quality Evaluation Agent in Dynamics 365 Contact Center. This feature will reach general availability on January 16, 2026. How does this affect me? When a quality score falls below defined thresholds, the Quality Evaluation Agent sends a notification to supervisors. Key functionality of this feature includes:
- Evaluation criteria: Supervisors can create a form with questions, answer choices, scoring metrics, and detailed instructions to automate quality evaluations.
- Evaluation plan: Supervisors establish plans that define when and how interactions are evaluated. They can select evaluation frequency, apply specific criteria, and configure thresholds and notification preferences to ensure systematic, real-time assessments.
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 Monitor real-time conversations with Quality Evaluation Agent.
What changed
Between archive captures, newest first- Tags
none→ New feature
- Tags
- · first version seen
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What this page cannot tell you- Whether your tenant is affected: this is Microsoft's notice, not a check of your settings.