Dynamics 365 Quality Evaluation Agent Explained | Setup, Configuration & AI Insights

(This video was recorded in March 2026 — please note that some content may now be outdated due to recent updates). We are Microsoft employees, but the views expressed in these videos are our own and do not necessarily reflect the opinions or positions of Microsoft. In this video, we break down the Quality Evaluation Agent in Dynamics 365 — an AI-powered solution that evaluates customer interactions and delivers real-time insights. You’ll learn: ✔ How to configure the agent (roles, connections, enablement) ✔ How to define evaluation criteria and scoring models ✔ How evaluation plans trigger automated or on-demand reviews ✔ What outputs you get: score breakdowns, summaries, and coaching recommendations ✔ How to use thresholds and bulk evaluations The agent uses a customizable evaluation framework to score interactions and provide actionable recommendations for improving service quality and compliance.