MC1234588 — Dynamics 365 Customer Service - Quality Evaluation Agent for Bulk Case Evaluation

We are announcing the ability to use Quality Evaluation Agent (QEA) for Bulk Case Evaluation in Dynamics 365 Customer Service. This feature will reach general availability on March 20, 2026. How does this affect me? This feature enables supervisors to automate continuous quality assessments across their organization at scale. By scheduling evaluations on targeted sets of cases, teams maintain consistent oversight of quality trends, detect issues early, and measure performance without manual effo...