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.
