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Conversations: Applies to: Dynamics 365 Contact Center only
Supervisors oversee representatives and AI agents to make sure interactions follow company standards. Supervisors monitor, conduct real-time consultations, and respond to alerts when necessary. This approach minimizes operational effort, improves customer experience, and accelerates the transition to full automation while maintaining service quality.
By combining real-time monitoring with configurable evaluation plans, the real-time Quality Evaluation Agent empowers organizations to enhance customer satisfaction, improve agent performance, and maintain compliance standards across diverse scenarios.
Supervisors use the evaluation framework to define the evaluation criteria and create structured evaluation plans. When supervisors execute a plan, the system sends requests to the real-time Quality Evaluation Agent. The real-time Quality Evaluation Agent processes these requests and generates evaluation responses in real time.
Prerequisites
- Assign the Quality Manager, Quality Evaluator, Quality Administrator, and the Omnichannel Supervisor roles. Learn more in Assign roles and enable users.
- Enable Quality Evaluation Agent.
- Set up Microsoft Copilot credits.
- Provide consent for potential data movement across regions.
Create an evaluation criteria
Follow the best practices when you create an evaluation criteria.
Create a real-time evaluation plan for ongoing conversations
You need to turn on the Criteria scoring toggle for your evaluation criteria. Learn more in Create evaluation criteria.
To create a real-time evaluation plan:
In Copilot Service workspace, go to Evaluation Plans.
On the Evaluation plans page, select New.
On the New Evaluation Plan page, in the Evaluation plan details section, provide the following information:
- Plan name: Enter plan name.
- Description: Enter description.
- Record type: Select Conversations.
In the Frequency section, for Frequency type, select Real-Time.
In the Conditions section, add the workstreams for which you want to enable real-time evaluation.
In the Assign Evaluation section, for Evaluation method, select AI agent.
Select Save.
Learn how to view scores for the real-time evaluation plan in Manage ongoing Quality Evaluation Agent conversations.
Note
You can't use simulation with real-time evaluation plan for ongoing conversations when new criteria are created.
Activate, pause, resume, or delete evaluation plans
Learn more in Activate, pause, resume, or delete evaluation plans.
Edit evaluation plans
Learn more in Edit evaluation plans.