Elevate support excellence with Quality Evaluation Agent 

As customer support organizations scale, maintaining consistent service quality becomes a challenge. Manual quality reviews are time-consuming, subjective, and often fail to cover the full spectrum of agent interactions. The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses this gap, bringing automation, consistency, and intelligence to quality assessments for both case and conversation records. 

QEA introduces a powerful, extensible evaluation framework that empowers teams to track and elevate support quality across every customer interaction. Beginning October 24, QEA case capabilities are generally available, and conversation capabilities are in public preview.  

What is the Quality Evaluation Agent? 

QEA is an AI-powered agent that automatically evaluates support interactions, whether through cases or conversations, against predefined criteria. It helps organizations monitor human service rep and AI agent behavior, ensure compliance with service guidelines, and continuously improve customer engagement quality. QEA streamlines evaluation processes, reduces subjectivity, and provides real-time, actionable insights.  

QEA empowers supervisors to conduct automated, score-based evaluations across the entire interaction lifecycle. These evaluations deliver critical insights to help identify, mitigate, and prevent potential risks, ensuring efficient and scalable quality management. By minimizing the reliance on manual review processes and enabling data-driven decision-making, we are not just improving operational efficiency; we are raising the bar for customer experience and compliance in every conversation. 

QEA is built on two key concepts: 

• Evaluation Criteria: Define what “quality” means for your organization. Take inspiration from out-of-the-box criteria based on CARE (Communicate Effectively, Accountability, Resourcefulness, Empathy) or create your own tailored to business needs. 

• Evaluation Plan: Choose how and when to trigger evaluations. 
  • On-demand: Flexibility to trigger evaluation of agent interactions at any time.
  • Event-based: Automatically evaluate agent interactions based on specific events or conditions.

Evaluations are centralized in a comprehensive dashboard where quality leads can review, filter, and analyze results. 

Out-of-the-box, but built for you 

QEA ships with out-of-the-box support quality criteria, designed in partnership with the Microsoft customer support team. Out-of-the-box support quality criteria provides a solid reference point for customers to take inspiration for quality measurement. 

But we didn’t stop there. QEA is built to extend. Organizations can define their own evaluation criteria, fully aligned to their internal KPIs, compliance standards, brand values, and customer expectations. You control the logic, language, and scoring, while QEA runs the evaluations for you. 

Evaluation output at your fingertips 

Each evaluation provides a detailed summary of performance across criteria, along with: 

• Evaluation scores and breakdowns 

• AI-generated comments for coaching 

• Review options for supervisors 

• Traceability and consistency in scoring 

This enables support teams to move from anecdotal coaching to data-driven quality improvement. 

Why this matters 

Manual quality assurance typically covers less than 5 percent of customer interaction. QEA expands that dramatically, enabling teams to evaluate 10 times more interactions with consistency and precision. This leads to: 

• Faster agent feedback cycles 

• Better coaching with clear, actionable examples 

• Improved customer experiences 

• Early detection of behaviors that lead to compliance risks and proactive mitigation 

• Surface coaching opportunities tied directly to customer sentiment and outcomes 

• Trend analysis to uncover systemic issues across teams, locations, or products 

• Reduced bias and variability in agent evaluations 

QEA doesn’t just automate, it elevates. It enables contact centers to shift from reactive correction to proactive improvement. It transforms quality assurance from a checkbox exercise into a strategic lever for growth, compliance, and customer satisfaction. 

Looking forward

QEA is already evolving. The latest updates include status indicators for evaluation of success/failure. And coming soon, agents will be able to view error logs and retrigger failed evaluations, giving teams full visibility and control over evaluation workflows. 

The Quality Evaluation Agent is generally available now. If your organization is ready to scale coaching, drive consistent customer support representative  behavior, and elevate customer service excellence, QEA is here to help. 

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, extensibility options, and best practices, see Manage Quality Evaluation Agent | Microsoft Learn  

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