MC1225438 — Dynamics 365 Customer Service - Quality Evaluation Agent Evaluation Criteria Extensibility

We are announcing Quality Evaluation Agent Evaluation Criteria Extensibility in Dynamics 365 Customer Service. This feature will reach general availability on February 6, 2026. How does this affect me? This feature enables organizations to enforce a shared foundation of quality and brand values across all customer engagements while empowering individual business units to tailor evaluations to their unique needs. This allows teams to evolve quality standards at scale while maintaining governance,...