Dynamics 365 Customer Service and Dynamics 365 Contact Center Introduces Quality Evaluation Agent

Quality Evaluation Agent (QEA), launched by Dynamics 365 Customer Service and Dynamics 365 Contact Center on October 24, delivers automated, data-driven evaluations of support interactions to help organisations scale quality assurance efforts. By replacing manual and inconsistent reviews with real-time, AI-powered scoring and coaching insights, QEA is designed to raise service standards, reduce bias, and improve coaching and compliance across customer service teams.

Here’s what you know:

• What is Quality Evaluation Agent?

  QEA is an AI-powered tool that automatically evaluates support interactions — from cases to conversations — against your organization’s defined quality standards.

• How does it work?

  QEA uses evaluation criteria to define what quality means for your organization and evaluation plans to determine how and when assessments are triggered — on-demand or event-based.

• What to expect from evaluations:

  Get detailed performance summaries, scoring breakdowns, AI-generated coaching comments, supervisor review options, and full traceability for consistent, unbiased assessments.

• Why it matters

  With QEA, you can shorten feedback cycles, improve coaching with actionable insights, enhance customer experiences, detect compliance risks early, identify coaching opportunities tied to sentiment, and uncover systemic issues across teams or products.

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