Quality Evaluation Agent
Automatically evaluate service interactions and deliver coaching insights.
Quality Evaluation Agent in Dynamics 365 Customer Service reviews completed cases automatically. It applies consistent criteria to identify strengths and improvement areas, delivers actionable feedback linked to real cases, and enables continuous improvement—scaling quality management beyond manual sampling.
What this agent does
-
Evaluates completed cases automatically to reduce manual QA workload.
-
Applies consistent criteria to reduce bias and variation in scoring.
-
Identifies strengths and gaps with feedback tied to real interactions.
-
Enables coaching insights for supervisors and team leads.
-
Supports continuous improvement by learning from every interaction.
What you can expect
Measured as % of interactions evaluated against defined standards and audit-ready QA evidence captured.
Measured as improved quality scores and CSAT through targeted coaching (quality score trend).
Measured as earlier detection of recurring issues and reduced complaint/escalation rate.
Scales evaluation coverage—enabling ~10x more evaluations than manual QA (track % interactions evaluated).