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Quality Management Agent is a set of AI-powered quality management capabilities in Dynamics 365 Customer Service that help organizations evaluate service quality, support compliance requirements, and improve service representative performance.
Quality Management Agent is a core component of Workforce Engagement Management, a broader category of capabilities for optimizing your service team's productivity and experience. Workforce Engagement Management also includes Workforce Management, which supports the workforce planning lifecycle, from forecasting customer demand to monitoring schedule adherence in real time.
Quality Management Agent provides a unified approach to evaluating service quality, enforcing communication standards, and gaining visibility into service representative activities.
Key skills include:
Quality evaluation, which assesses customer interactions against defined evaluation criteria and provides insights to support coaching and improvement efforts. Learn more in Manage quality evaluation.
Governance, which helps enforce compliance policies for outgoing customer communications. Learn more in Configure governance policies and Use governance policies.
Note
This feature is applicable to Dynamics 365 Customer Service only.
Screen and call recording, which captures interaction context beyond conversation transcripts, providing a more complete view of representative workflows and customer engagements. Learn more in Configure screen recording with desktop companion application.
Together, these capabilities provide visibility into customer interactions, help enforce communication standards, and support continuous service improvement.
Related information
Use evaluation plan
Use evaluation criteria
Use on-demand evaluation
Use evaluations