MC1214103 — Dynamics 365 Contact Center - Monitor real-time conversations with Quality Evaluation Agent

We 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 instruc...