The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across cases and conversations now extends to customer-facing emails. This expansion brings greater trust, transparency, and accountability to another critical communication channel.

QEA’s evaluation framework is entity-agnostic, allowing the same criteria, scoring logic, and evaluation plans to apply across cases, conversations, and now email interactions. Supervisors can define these standards once and use them consistently across all channels. Every outbound email can be evaluated against predefined quality benchmarks. This includes emails written by human representatives or co-authored with AI. The framework measures factors such as accuracy, professional communication, and adherence to policy. QEA then produces detailed quality scores, predicted answers, and actionable coaching recommendations. Supervisors retain full control to review, adjust, and approve evaluations before they are finalized. This ensures quality judgments remain transparent and aligned with business expectations.

This capability is part of the broader Quality Management vision in Dynamics 365 Customer Service, where QEA and Governance play complementary roles. Governance enforces administrator-defined compliance policies in real time during email composition, helping catch potential violations before a message is sent. QEA provides structured, post-interaction quality assessments that surface improvement opportunities and coaching insights after the interaction is complete. Together, these policy-driven capabilities provide both proactive safeguards and retrospective quality evaluation. They help move organizations closer to a comprehensive, cross-channel quality management framework.

Learn More

To explore Quality Evaluation Agent email evaluations in action and extend your quality assessments to customer emails, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.

The post Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email appeared first on Microsoft Dynamics 365 Blog.

In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges regulatory differences and avoids culturally biased or region-specific references. That’s why we’re excited to introduce Governance for Dynamics 365 Customer Service, now available in Public Preview.

At Public Preview, Governance applies to the email channel — the channel where compliance risk and brand impact tends to be highest. We designed this new, administrator-configured policy enforcement layer to help support compliance with legal and brand standards by validating each outgoing customer email — whether composed by a service representative or generated by AI — against the specific policies your organization defines.

Why Governance? Why Now?

Customer service teams are rapidly adopting AI to streamline operations and enhance customer experiences globally. But with this transformation comes a new set of challenges: How do you ensure that AI-generated or human-authored communications stay aligned with your internal policies and external regulations? Cultural norms vary widely—from naming conventions and date formats to strict data-privacy regulations and content-control requirements. Miscommunications or unintended disclosure of sensitive information can erode trust, while non-compliance with regional regulations can lead to fines and brand damage. Governance is designed specifically for these challenges. It provides a proactive, runtime policy enforcement layer that checks outbound messages —whether written by a customer service representative or generated by AI—against administrator-defined policies. This ensures delivery of only compliant, brand-safe, and policy-aligned content to customers.

Key Capabilities

Governance introduces a suite of powerful features designed to help organizations enforce communication standards at scale:

• 📝 No-Code Policy Authoring: Administrators can define custom policies in plain language, like “Block any mention of competitor names” or “Require a legal disclaimer in every customer email”. The system automatically translates these into enforceable checks, eliminating the need for any coding or engineering support.
• ⚡ Real-Time Enforcement: Every outbound email is evaluated before it’s sent. The system flags violations or blocks the message, prompting the user to revise the content — ensuring compliance without disrupting workflows.
• 🔍 Auditability and Visibility: Governance logs every policy evaluation, providing full transparency to supervisors and compliance teams. It reviews what was checked, what was flagged, why it was flagged, and how it was resolved.
• 🧪 Simulation Mode: Test policies in a non-blocking “simulation” mode to observe how they perform in real-world scenarios. This helps teams fine-tune policies and build trust before full enforcement.
• 📦 Out-of-the-Box Policies: Get started quickly with pre-built policies for common compliance needs, including profanity filtering, groundedness checks, and email template adherence.

Built for the Dynamics 365 Ecosystem

Governance and Quality Evaluation are both delivered as skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.

Learn More

To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.

The post Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication appeared first on Microsoft Dynamics 365 Blog.

In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. Now, let’s dive deeper into the evaluation framework at the heart of QEA – the blueprint that defines how QEA evaluates support interactions, what standards it upholds, and how it transforms raw evaluations into actionable insights. 

Why use an evaluation framework? 

Quality management is more than just scoring support interactions. It’s about defining what “good” looks like for your business and enforcing those standards consistently. The evaluation framework in Dynamics 365 Customer Service and Dynamics 365 Contact Center empowers supervisors to do exactly that – at scale and with precision. It specifies how evaluations happen, the evaluation criteria, and how insights flow back to your team. By establishing this framework, you can set clear expectations for service quality and then let QEA’s AI automate the heavy lifting of evaluating each case or conversation against those expectations. 

Core components of the QEA evaluation framework 

The framework has three core building blocks that work together to turn raw support interaction data into meaningful quality assessments.

Evaluation criteria

These are structured forms that represent your quality standards. Each criterion can include specific questions (or checkpoints), defined answer choices, and a scoring logic (equal or weighted) for how each answer contributes to an overall score. For example, you might have criteria around issue resolution, accuracy, professional communication, and adherence to policy. QEA comes with out-of-the-box criteria, but you can fully customize criteria to fit your organization’s needs, whether that’s emphasizing compliance for a regulated industry or empathy and tone for a customer-centric culture. You can include detailed instructions in each criterion to guide QEA’s understanding of what to look for.

Evaluation plans

These define when and how evaluations are executed. An evaluation plan lets you decide the scope and frequency for QEA’s evaluations. For instance, you can set QEA to automatically evaluate every support case based on conditions occurring (like a case breaching its SLA, a customer giving a low CSAT, or a conversation sentiment dropping below a threshold). You can also schedule these plans to run on a recurring frequency basis, on occurrence of an event or on-demand that supervisors can run for specific high-priority incidents. This flexibility ensures that the evaluation process aligns with business priorities and workflows, without requiring constant manual oversight.  

Evaluations

This is the execution layer where QEA applies your criteria to specific support interactions. When an evaluation runs (as defined by a plan or on-demand), QEA takes a given record (case or conversation) and autonomously analyzes it against the evaluation criteria. It then produces a detailed evaluation output that includes: a quality score (often broken down by section), the predicted answers for each question (with an explanation of why it judged it that way), and actionable insights or coaching recommendations for improvement.

For example, QEA might evaluate a closed case and output a scorecard saying compliance was 100% (all policy steps followed), communication clarity was 80% (noting jargon used in one response), and empathy was 70% (noting that the agent missed an opportunity to acknowledge the customer’s frustration) – and then suggest a coaching tip to the supervisor on empathy. Importantly, the framework allows supervisors to review and approve evaluations before they’re finalized. You remain in control. You can adjust scores or override any AI evaluation, ensuring transparency and trust in the system’s outputs. 

Supervisors set up criteria and plans, while QEA carries out evaluations and directs results to dashboards and reports for easy review. This creates an ongoing, automated quality audit that aligns with your defined standards. 

With structured standards and AI-driven automation, QEA ensures trust, compliance, and excellence in every customer interaction. Every issue—handled by a new hire, experienced agent, or AI bot—is measured against the same standards, enabling quick identification of deviations and best practices. 

Case evaluations in action 

Let’s make this concrete with how QEA’s framework applies to cases in Dynamics 365 Customer Service. In a traditional setup, a supervisor might manually review a small sample of closed cases each week to check for quality. This approach leaves many cases unchecked and often catches problems long after the customer interaction is over. QEA changes the game by automatically evaluating every case against your predefined standards during any stage of the case lifecycle. 

Here’s how it works for cases: Suppose you have an evaluation plan that runs and checks for all closed cases. An agent closes a support case after resolving the customer’s issue. Immediately, QEA kicks in and uses your set criteria to evaluate that case. It looks at the case timeline (all customer communications, agent responses, emails, case notes, etc.) and answers the evaluation questions you’ve defined. 

Evaluation scorecards

Within seconds, QEA produces a scorecard for the case. Key benefits of this approach to case evaluation: 

• Automated quality checks: Every closed case is assessed without manual intervention. No more worrying that a critical case might go unreviewed. QEA ensures 100% coverage, so even edge-case issues or outstanding agent performances get flagged.  

• Customizable criteria: You define the evaluation parameters to match your business goals. If customer satisfaction and first-contact resolution are your top priorities, your criteria can reflect that. If compliance and process are paramount (for example, finance or healthcare), you can emphasize those. QEA adapts to what matters most to you.  

• Actionable insights: Instead of just a score, you get clear feedback on each case. This makes it easy to identify coaching opportunities. For instance, if many cases are showing “missing follow-up confirmation,” you can address that pattern with the whole team or adjust training materials. 

• Scalable oversight: You can move beyond sampling a few cases and truly evaluate all cases for consistent quality. This scalability is huge – it means your quality program can grow with your volume without additional resources. It also means your quality metrics (like average quality score, or percent of cases meeting all criteria) are based on full data, not extrapolation.  

Using QEA for case evaluations ensures every support issue receives thorough, consistent review. This approach helps organizations quickly identify policy breaches, skill gaps, or exceptional service, turning insights into targeted improvements. Ultimately, QEA transforms quality assurance into a continuous process, providing supervisors with a reliable tool for oversight and coaching. 

Evaluating conversations 

The same evaluation framework that powers QEA’s case reviews also extends to customer conversations – whether live chat sessions or voice call transcripts. In contact centers, conversations are as critical as cases, often more so in terms of customer experience. QEA’s framework is entity-agnostic, meaning it can evaluate any type of interaction. 

The Quality Evaluation Agent’s evaluation framework embodies a modern approach to customer service management. Quality isn’t an afterthought but is built into the process at every step. With QEA handling the heavy lifting of evaluations, teams can truly elevate their support excellence by acting on insights and continuously refining the customer experience. 

Ready to deliver service excellence with consistency and trust? Explore how to activate the QEA evaluation framework in Dynamics 365 Customer Service and Dynamics 365 Contact Center. Now you can turn every support interaction into an opportunity for improvement.  

Learn more 

Watch a quick video introduction. 

For configuration steps, extensibility options, and best practices, see  Manage Quality Evaluation Agent | Microsoft Learn 

The post Building trust and consistency: The evaluation framework behind QEA appeared first on Microsoft Dynamics 365 Blog.

We’re continually improving Dynamics 365 Customer Service to help organizations deliver faster, smarter, and more efficient customer experiences. Today, we’re excited to announce that administrators will now be able to maintain routing rules in bulk. This enhancement empowers administrators to update routing configurations across the board with just a few clicks—a game-changing update for teams leveraging unified routing.

Unified routing is an intelligent, scalable routing system that sends work items to the right queues to ensure quality customer service. Administrators can set up unified routing across channels in Dynamics 365 Customer Service and Dynamics 365 Contact center. Routing rules classify and assign work items based on the type of request and organizational data.

Save time by administering routing rules in bulk

Bulk management enables administrators to create routing ruleset templates for queues and workstreams, eliminating the need for multiple versions of the same routing rules. With a few clicks, apply prioritization, assignment, or work classification ruleset templates to multiple queues and workstreams. Administrators can manage rules centrally—any template update instantly applies to all instances in queues or workstreams, removing the need for individual ruleset maintenance. 

By simplifying routing configuration, service teams can devote more time to addressing customers’ needs and less time on administrative tasks. This operational efficiency helps boost overall team productivity.

The ability to maintain routing rules in bulk is now generally available for Dynamics 365 Customer Service customers.

Learn more

To learn more, read the documentation:

• How to set up unified routing
• Manage ruleset templates

The post Transform routing rule administration with bulk management appeared first on Microsoft Dynamics 365 Blog.