MC1198596 — 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,...