MC1225451 — Dynamics 365 Customer Service - Leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria

We are announcing the ability to leverage Quality Evaluation Agent simulation to test & fine tune evaluation criteria in Dynamics 365 Customer Service. This feature will reach general availability on February 6, 2026. How does this affect me? This feature enables supervisors to validate new or updated evaluation criteria using real customer engagement data and see predicted outcomes before rolling the criteria out broadly. With the following capabilities introduced with this feature, supervisors...