Dynamics 365 Quality Evaluation Agent: Smarter Insights for Customer Service Teams 

Designed to work alongside human teams, the Quality Evaluation Agent provides intelligent insights that support training, coaching, and continuous service optimisation. This blog explains what the Quality Evaluation Agent is, how it works, and the value it can bring to customer service operations. 

Interested in learning more about the different types of agents within Dynamics? Dive into our blog: Transforming Customer Service with Dynamics 365 AI Agents 

What is the Dynamics 365 Quality Evaluation Agent?

The Quality Evaluation Agent is an AI-driven capability within Microsoft Dynamics 365 Customer Service that analyses customer interactions – such as calls, chats, and case notes – to provide structured evaluations of service quality. Instead of manually reviewing a small sample of interactions each month, supervisors can rely on AI to assess conversations at scale, highlight strengths, and flag areas for improvement. 

This agent is not designed to replace human judgement; rather, it complements existing quality frameworks by offering consistent scoring, quicker insights, and targeted recommendations. It supports supervisors, team leaders, and quality managers by automating the time-consuming parts of quality assurance while maintaining human oversight. 

By evaluating interactions in near real time against predefined quality criteria, organisations gain a more accurate and complete view of service performance across teams, channels, and time periods. 

Why it matters

Traditional quality monitoring processes often rely on manual reviews, meaning teams only see a small fraction of interactions. As a result, coaching can be reactive, inconsistent, or focused on limited data. 

The Quality Evaluation Agent changes this by: 

• Scaling quality assessments across every interaction, not just a selected sample 

• Reducing the manual workload placed on supervisors and senior agents 

• Providing faster, more objective insights that support fairer evaluations 

• Highlighting trends in customer satisfaction, sentiment, and agent behaviour 

• Helping organisations improve service delivery proactively, rather than waiting until issues escalate 

In an environment where customers expect timely, accurate, and empathetic support, having a consistent and scalable approach to quality measurement is essential. The Quality Evaluation Agent enables continuous improvement while supporting both service excellence and employee development. 

Key features of the Quality Evaluation Agent

• AI-driven evaluation
  Automatically assesses customer interactions against configured criteria, providing objective analysis that reduces subjective variation across supervisors. 
• Sentiment and intent analysis
  Identifies customer tone, satisfaction levels, and key conversation themes to highlight what worked well and what could be improved. 
• Automated scoring and summaries
  Generates quality scores and written summaries of interactions, helping leaders quickly understand performance without manually reviewing transcripts. 
• Coaching insights
  Produces specific recommendations for agent development, such as communication improvements, process guidance, or knowledge gaps. 
• Trend reporting
  Provides visibility into team-wide performance, recurring issues, and emerging service challenges, enabling more targeted training and operational changes. 
• Integration with case handling
  Links evaluation insights directly to cases and customer records within Dynamics 365 Customer Service, giving a complete view of both service quality and the customer journey.  

How the Quality Evaluation Agent supports different organisations

• Customer service teams
  Leaders can spot patterns in agent performance, deliver timely coaching, and allocate resources more effectively improving consistency across busy support desks. 
• Non-profits and charities
  Charities delivering advice, support, or helpline services gain a clearer view of service quality, helping ensure beneficiaries receive consistent and empathetic care. 
• Membership and professional bodies
  Organisations can review high volumes of member enquiries efficiently, ensuring their teams provide accurate guidance and uphold service standards. 
• Public sector and local authorities
  Frontline teams benefit from insights that help them respond more effectively to residents, particularly when managing complex or high-volume demand. 

Why organisations choose the Dynamics 365 Quality Evaluation Agent

Organisations are adopting the Quality Evaluation Agent because it helps them: 

• Gain accurate, data-driven insights into service performance 

• Improve agent coaching and professional development 

• Monitor quality at scale without increasing workload 

• Strengthen customer satisfaction through consistent interactions 

• Streamline quality assurance processes 

• Use AI responsibly alongside human judgement 

• Integrate quality evaluation into their existing Dynamics 365 environment 

For organisations focused on improving service outcomes while maintaining high standards, the Quality Evaluation Agent provides a modern, scalable approach to quality management within the Microsoft ecosystem. 

Getting started

At Pragmatiq, we help organisations implement and optimise Dynamics 365 AI capabilities, as part of a wider customer service strategy. From requirements gathering to configuration, rollout, and ongoing improvement, we focus on delivering measurable value for your teams and your customers. 

To learn more, contact us at info@pragmatiq.co.uk or call 01908 038110.