Quality Evaluation Agent in Dynamics 365 Customer Service and Dynamics 365 Contact Center is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions. 

Beginning February 6, QEA conversation capabilities become generally available, joining case evaluation as a GA feature, as previously announced in this blog. This milestone expands QEA’s coverage and impact across customer support scenarios. 

Looking Forward: 

QEA continues to evolve with key upcoming enhancements across the evaluation framework. This includes multilanguage support, criteria versioning, the ability to flag critical questions, simulation capabilities, knowledge source adherence, and more. 

Get started today by enabling QEA in your Dynamics 365 Customer Service and Dynamics 365 Contact Center environment.   

Learn more  

Watch a quick  video introduction.  

For configuration steps, feature updates, and best practices, see  Manage Quality Evaluation Agent | Microsoft Learn  

The post General Availability of Quality Evaluation Agent’s conversation capabilities  appeared first on Microsoft Dynamics 365 Blog.