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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Oct 24, 2025 |
Business value
Quality Evaluation Agent automatically reviews cases and assigns quality scores along with detailed evaluation insights. These insights help supervisors to identify improvement areas and enhance case-handling quality.
The Evaluation Framework defines business quality standards for all agents, human and AI, using comprehensive evaluation criteria. With predefined evaluation plans, the framework automatically assesses case interactions based on specific conditions.
Feature details
The Quality Evaluation Agent for case evaluations enables supervisors to automatically assess support case records using customizable evaluation criteria. Available in Dynamics 365 Customer Service and managed through the Copilot Service admin center, this feature allows administrators to enable or disable the Quality Evaluation Agent and ensures that only authorized users with the required permissions can access evaluation results.
Supervisors can define evaluation criteria using natural language or structured templates, assign scoring weights, and configure evaluation plans to run on-demand or at scheduled intervals. Evaluations are performed by the Quality Evaluation Agent and surfaced in the dashboard with actionable insights, detailed scoring breakdowns, and coaching recommendations.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related content
Use evaluation criteria (docs)