What is the Dynamics 365 Quality Evaluation Agent?

The Quality Evaluation Agent is a Microsoft AI agent available in Dynamics 365 Customer Service and Contact Center. It evaluates supported customer interactions against your organization's quality criteria, generates scores, and provides summaries that help identify coaching and improvement opportunities. To learn how it works alongside other capabilities, read our overview of AI agents in Dynamics 365 Customer Service and AI agents in Dynamics 365 Contact Center.

Can supervisors change the scores the agent gives?

Yes. Authorized evaluators can review completed evaluations and modify answers when corrections or additional human judgment are needed. After the revised evaluation is submitted, the summary can be regenerated to reflect the updated answers, provided summary regeneration is enabled.

Which customer interactions can the agent evaluate?

In Dynamics 365 Customer Service, the agent supports case evaluations and customer email evaluations, with email evaluation currently in preview. In Dynamics 365 Contact Center, it evaluates supported customer conversations. Organizations can configure evaluation criteria and scoring rules for different interaction types to maintain consistent quality standards across their service operations.

How is the Quality Evaluation Agent priced?

The Quality Evaluation Agent consumes Copilot Credits when performing AI-powered evaluations. Dynamics 365 Customer Service Premium includes base Copilot Credit capacity, while Customer Service Professional and Enterprise customers can purchase credits separately. Additional credits are available through prepaid capacity or pay-as-you-go billing through Azure. Actual credit consumption depends on the agent's activities and applicable billing rates. For more information, see our breakdown of how Microsoft Copilot Credits work, including usage, costs, and limits.

How does the agent decide which interactions to review?

Organizations configure evaluation plans that define the conditions for selecting eligible interactions and the criteria applied during assessments. Authorized evaluators can also initiate supported evaluations on demand, and bulk evaluation capabilities are available for cases.

Can we use evaluation results for performance reviews or pay decisions?

Microsoft designed the Quality Evaluation Agent to improve service quality, team performance, and customer satisfaction, rather than to make employment decisions involving compensation, rewards, seniority, or other employment rights. Organizations are also responsible for complying with applicable privacy, employee notification, and consent requirements when monitoring or evaluating customer interactions.

Does the agent check emails before they are sent?

No. The Quality Evaluation Agent evaluates customer interactions after they occur to identify service quality and coaching opportunities. Dynamics 365 offers separate governance capabilities designed to assess outgoing communications against organizational policies while representatives prepare them.

Can Rand Group customize the Quality Evaluation Agent?

Microsoft develops and maintains the Quality Evaluation Agent, but organizations can configure supported settings, including evaluation criteria, scoring rules, and interaction selection. Rand Group can help configure these capabilities around your quality management processes. For requirements beyond the standard agent's functionality, we can also evaluate and develop custom AI solutions tailored to your organization.

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