Dynamics 365 Contact Center – Monitor real-time conversations with Quality Evaluation Agent

We are announcing the ability to monitor real-time conversations with Quality Evaluation Agent in Dynamics 365 Contact Center. This feature will reach general availability on January 16, 2026. How does this affect me? When a quality score falls below defined thresholds, the Quality Evaluation Agent sends a notification to supervisors. Key functionality of this feature includes: Evaluation criteria: Supervisors can create a form with questions, answer choices, scoring metrics, and detailed instructions to automate quality evaluations. Evaluation plan: Supervisors establish plans that define when and how interactions are evaluated. They can select evaluation frequency, apply specific criteria, and configure thresholds and notification preferences to ensure systematic, real-time assessments. What action do I need to take? This message is for awareness, and no action is required. If you would like more information on this feature, please visit Monitor real-time conversations with Quality Evaluation Agent. Message ID: MC1214103

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