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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Oct 24, 2025 |
Business value
The evaluation framework is the foundation of the quality management solution. It lets supervisors set business quality standards for customer service representatives and AI agents by using detailed evaluation criteria. The framework can automatically assess customer interactions based on specific conditions with evaluation plans.
The framework offers control over score calculations, either through weighted criteria or equal distribution. Additionally, AI supervisors have the option to review scores before they are published.
Feature details
You can manage the quality evaluation framework that you set for Quality Evaluation Agent through the Copilot Service admin center. The evaluation framework enables autonomous and AI-assisted assessments of customer interactions across channels, such as cases and conversations.
The key components of the framework are:
- Evaluation criteria: Structured forms with questions, scoring logic, and instructions that define what quality means for a business. These can be out of the box or customized by supervisors.
- Evaluation plans: Rules that determine when and how evaluations are triggered, either on demand or based on specific conditions like SLA breaches or sentiment drops.
- Evaluations: The actual scoring and analysis of interactions, producing summaries, insights, and coaching recommendations for supervisors.
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.