Microsoft has announced the general availability of the conversation capabilities in the Quality Evaluation Agent for Dynamics 365 Customer Service and Dynamics 365 Contact Center. The update expands AI-driven evaluation coverage across customer interactions, marking a significant milestone in automated quality oversight for support teams. The release signals Microsoft’s continued push toward scalable, AI-assisted service operations.

Here’s what’s new:

What is QEA?
The Quality Evaluation Agent (QEA) is an AI-powered tool that automatically reviews support cases and conversations against defined criteria to monitor performance and ensure service quality.
What’s new?
Starting February 6, 2026, conversation evaluation is now generally available — joining case evaluation as a full GA capability.
What’s coming next?
Upcoming enhancements include multilingual support, criteria versioning, critical question flagging, simulation capabilities, and improved knowledge-source adherence.

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