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.