We are announcing the Quality Evaluation Agent in Dynamics 365 Customer Service. This feature reached general availability on November 14, 2025. How does this affect me? The Quality Evaluation Agent (QEA) autonomously assesses cases, providing quality scores and detailed evaluation insights. The QEA utilizes the Evaluation Framework to assess customer interactions based on specific conditions. The framework offers full control over score calculations, through scoring and weighted sections config...
Applies to: Dynamics 365 Apps
Source: mc.merill.net — data via Merill Fernando's open archive (MIT).