Dynamics 365 Contact Center – Start quality and coaching in one click with out-of-box criteria

We are announcing the ability to start quality and coaching in one click with out-of-box criteria in Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026. How does this affect me? Every organization now includes a set of out-of-box quality indicators and a ready to use evaluation plan available by default. These indicators support both real time evaluation and evaluation upon close, so admins can monitor conversations as they happen or after they end. Using the out-of-box criteria and plan, admins enable quality and coaching in a single click, without first creating their own criteria or evaluation plan. Once enabled, supervisors receive real time notifications, CSRs receive coaching nudges, and teams can review quality scores for evaluated conversations. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1443092

The post Dynamics 365 Contact Center – Start quality and coaching in one click with out-of-box criteria appeared first on M365 Admin.