Dynamics 365
Power Platform
Dynamics
Cloud & Productivity
Quality Evaluation Agent
Deliver better customer experiences with AI-powered quality assurance
The Quality Evaluation Agent is an AI agent in Dynamics 365 Customer Service and Contact Center. It evaluates cases, conversations, and supported customer emails against your organization’s quality standards, generating scores, summaries, and coaching insights. Quality teams can review results, correct evaluations when needed, and identify opportunities to improve service performance.
Business challenge
Inconsistent evaluations make service gaps harder to identify
Most service teams review only a small sample of conversations and cases each month because manual evaluation takes so long. That leaves many interactions unchecked, and those that are reviewed can be scored differently depending on who completes the assessment. By the time feedback reaches a service representative, valuable coaching opportunities may have been missed.
Small sample sizes
Reviewers can only listen to or read a limited number of interactions, leaving potential service issues unidentified.
Inconsistent scoring
Different evaluators may score the same interaction differently, making results difficult to compare across representatives and teams.
Slow feedback
Manual evaluations can delay feedback, making it harder for representatives to learn from recent interactions and improve their performance.
Features
AI-powered evaluations provide actionable insights that support coaching and improvement
The Quality Evaluation Agent applies your organization’s quality standards to selected customer interactions in Dynamics 365. It automates eligible evaluations, allowing quality teams to spend less time on manual scoring and more time reviewing results, identifying trends, and coaching representatives.
Evaluate more interactions, more consistently
The agent uses configured evaluation criteria to assess supported customer interactions and generate quality scores. Organizations can establish evaluation plans for different interaction types, helping maintain consistent quality standards across representatives and teams.
The agent can:
- Evaluate customer service cases and contact center conversations, with customer email evaluation available in preview
- Score supported interactions against evaluation criteria and scoring rules defined by your organization
- Automatically select eligible interactions through evaluation plans or support on-demand assessments
- Generate evaluation summaries and suggested coaching opportunities based on assessment results
Keep supervisors informed and in control
The Quality Evaluation Agent supports both autonomous and human-reviewed evaluations. It can independently assess eligible interactions according to configured criteria, while authorized evaluators can review completed results and make corrections when necessary.
Your quality team can:
- Review and correct evaluation answers when additional human judgment is needed
- Regenerate evaluation summaries after edited answers are submitted, when the feature is enabled
- Configure scoring criteria and thresholds to identify interactions that meet quality expectations or require attention
- Analyze evaluation results to identify coaching opportunities and service quality trends
Improve service quality with more consistent evaluations
Rand Group can help you turn your service standards into clear evaluation criteria, configure automated evaluation plans, and determine which customer interactions to assess. We'll help you implement the Quality Evaluation Agent so your team can spend less time on manual reviews and more time improving customer experiences.
How it works
From interaction to coaching opportunity
The Quality Evaluation Agent supports your existing quality management process by automating eligible evaluations and providing insights that help supervisors identify opportunities for improvement.
Define your standards
Quality managers configure evaluation criteria, including questions, answer choices, scoring rules, and guidance that reflects your organization’s service expectations.
Choose what gets reviewed
Evaluation plans determine which eligible interactions are assessed and when. Authorized evaluators can also initiate supported evaluations on demand.
Evaluate the interaction
The agent evaluates selected interactions against configured criteria, generates scores, and prepares summaries with suggested improvement opportunities. Fully autonomous evaluations can be completed without mandatory human approval when the appropriate settings are configured.
Review and confirm
Authorized evaluators can review completed evaluations, correct answers, and submit revisions when necessary. If summary regeneration is enabled, the summary can be updated to reflect the revised evaluation.
Coach and improve
Supervisors use evaluation scores, summaries, and quality trends to recognize strong performance, identify coaching opportunities, and support continuous service improvement.
Compatibility & requirements
Getting started with the Quality Evaluation Agent
The Quality Evaluation Agent is available in Dynamics 365 Customer Service and Dynamics 365 Contact Center. Its AI-powered evaluations consume Copilot Credits, and organizations must configure the appropriate application settings, security permissions, and evaluation criteria before enabling automated assessments. Rand Group can help configure the required components and integrate the agent into your quality management processes.
We’ll work with you to set up:
- Dynamics 365 Customer Service for case evaluations and preview email evaluations, or Dynamics 365 Contact Center for conversation evaluations
- Sufficient Copilot Credits and the appropriate billing configuration
- AI agents enabled, with the required Power Platform, Copilot Studio, and Power Automate components configured
- Quality management security roles and appropriate access permissions
- Evaluation criteria, scoring rules, and plans that reflect your service standards
- Required data movement consent and relevant integration settings
Why partner with Rand Group?
Quality standards that reflect your business
We work with your service leaders to turn existing scorecards and policies into clear evaluation criteria the agent can apply. This helps ensure evaluations reflect your organization’s service expectations rather than relying on generic scoring methods.
Steady support as you grow
Across more than 3,000 engagements, Rand Group has helped organizations improve their business systems and processes. We provide ongoing support to refine evaluation criteria, assess how AI-generated results compare with human reviews, and adopt new capabilities as Microsoft releases them.
Hands-on help across North America
Our consultants work across the United States and Canada, helping organizations implement and optimize Dynamics 365 Customer Service and Contact Center. We train quality managers and evaluators to review AI-generated scores, adjust assessments, and use evaluation results to support coaching.
A CRM partner you can trust
Rand Group is a Microsoft Solutions Partner recognized on CRM Software Blog’s Best Microsoft Dynamics 365 CRM Partner List. Our experience implementing Dynamics 365 solutions and developing custom AI agents helps organizations evaluate when Microsoft’s Quality Evaluation Agent meets their requirements and when a tailored solution may provide additional value.
Frequently Asked Questions (FAQs)
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.