Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview.
-
-
Unlocking safer customer communications with Data Sensitivity Labels in Email
Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down. -
Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. -
Elevate support excellence with Quality Evaluation Agent
As customer support organizations scale, maintaining consistent service quality becomes a challenge. -
Empowering frontier firms with the Case Management Agent
With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms.
