Dynamics 365 Contact Center – Evaluate multiple conversations using Quality Evaluation Agent

We are announcing the ability for supervisors and quality managers to evaluate multiple closed conversations on demand, directly from the conversation list view, that also enables automated review of historical closed conversations in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026. How does this affect me? You will be able to quickly select and evaluate several closed conversations at once without navigating away from the conversation list. Automated daily evaluation plans will also run in the background to process historical conversations, streamlining quality management workflows. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1265787

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