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.

Microsoft Dynamics 365 Business Central Apps & AI Agents

Expand what Business Central can do with apps and AI agents that address your business challenges. Explore purpose-built apps and agents from Rand Group alongside native AI agents from Microsoft to streamline workflows, reduce manual tasks, and improve visibility across finance, sales, supply chain, and operations. Browse by business function, solution type, or publisher to find the right fit. Our Business Central experts can help you evaluate the options, configure your solution, and support your team in using it effectively.

Featured Apps & AI Agents

EDI 365

Rand Group Supply Chain

Automate electronic document exchange with trading partners including orders, invoices, and shipping notices.

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Project Oversight Agent

Rand Group AI

Use AI in Business Central to automate project updates, identify emerging risks, and turn project history into insights for better project delivery.

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Sales and Operations Planning

Rand Group Supply Chain

Align demand forecasts with production and purchasing plans for better supply chain coordination.

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Apps & Agents Bundles

Attachment Manager

Rand Group Platform

Store documents in SharePoint while accessing them directly from Business Central.

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Automated Order Management

Rand Group Sales

Automate order processing workflows using configurable business rules and validation checks.

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Bill-To Manager

Rand Group Finance

Manage complex billing relationships between customers, locations, and invoicing entities.

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Business Central Concierge

Rand Group Platform

Guide users through Business Central configuration, onboarding steps, and feature discovery.

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Checklists

Rand Group Platform

Add configurable checklists to records to guide users through operational processes.

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Commission Management

Rand Group Sales

Automate complex commission calculations, tracking, settlements, and visibility directly within Dynamics 365 Business Central.

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Compliance Sentinel

Rand Group Compliance

Continuously monitor financial, sales, purchasing, and inventory risks in Business Central with intelligent AI agents.

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Credit Manager

Rand Group Finance

Strengthen customer credit oversight, automate credit controls, and improve financial visibility directly within Business Central.

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Custom Workflow Approvals

Rand Group Platform

Build flexible approval workflows for documents, records, and processes across Business Central.

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Customer Item Invoice History

Rand Group Sales

Quickly view historical invoices for specific customer-item combinations directly within Business Central.

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Document Closer

Rand Group Sales

Display posted and completed documents in a centralized view for easier access and review.

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Dynamic Assembly Orders

Rand Group Manufacturing

Convert inventory into customer-specific finished goods in Business Central while maintaining traceability and accurate costing.

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Easy Comments

Rand Group Platform

Add flexible comment lines and notes to sales, purchase, and operational documents.

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Easy Custom Field Extender

Rand Group Platform

Add custom fields to Business Central tables without development or code changes.

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EasyPost Services Connector

Rand Group Warehouse

Integrate Business Central with EasyPost to automate multi-carrier shipping label generation.

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EDI 365

Rand Group Supply Chain

Automate electronic document exchange with trading partners including orders, invoices, and shipping notices.

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Electronic Banking

Rand Group Finance

Automate bank file imports, payments, and reconciliation between Business Central and financial institutions.

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Electronic Banking – Bermuda

Rand Group Finance

Enable Bermuda-specific bank file formats for automated payments and reconciliation.

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Electronic Check Signature

Rand Group Finance

Automatically add authorized signatures to printed checks generated from Business Central.

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GP to BC Migration Assistant

Rand Group Platform

Simplify data migration from Dynamics GP to Business Central with automated migration tools.

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Inbound Container Handling

Rand Group Supply Chain

Track inbound shipping containers, manage contents, and allocate inventory across purchase receipts.

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