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Conversations: Applies to: Dynamics 365 Contact center only
Cases: Applies to: Dynamics 365 Customer Service only
Email: Applies to: Dynamics 365 Customer Service only
Use on-demand evaluation to check cases and conversations. Request evaluations with AI-assisted, manual, or AI agent methods for flexible quality management. This article explains how to use on-demand evaluation, including prerequisites and step-by-step instructions.
Important
- Evaluation for emails is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Prerequisites
- Enable Quality Evaluation Agent.
- Assign the required roles and privileges.
- Set up Microsoft Copilot credits.
- Provide consent for potential data movement across regions.
On-demand evaluation for cases
To request evaluations for multiple cases from the case grid:
Select the required records.
Select Request evaluation. You can select up to 20 records for evaluation.
To request evaluation for a particular case:
Go to Cases, select the required case, and then select Request evaluation.
On the Request evaluation dialog, select the following:
- Evaluation criteria: Search and select an evaluation criteria from the list of criteria.
- Evaluation method: Select an evaluation method: AI assisted, Manual, or AI agent.
- Assigned to: Select the user.
- Evaluation due date: Select a due date for the evaluation.
Select Request.
Select Submit and Close. The Evaluator status appears as Completed.
When the AI agent status appears as Completed, on the Evaluation associated view, you can review the Evaluation Summary provided by Quality Evaluation Agent.
To view the evaluation record, in site map of Copilot Service workspace:
- Go to Cases and then select a case. Go to Related > Evaluations to view the evaluation records.
- Go to Evaluations. The All evaluations data grid appears. Select the required evaluation record. The evaluation for the selected case appears in the Evaluations side pane.
On-demand evaluation for conversations
To request evaluation for closed conversations:
Go to Activities > Closed Conversations.
Select a closed conversation, and then on the specific conversation, select Request evaluation.
On the Request evaluation dialog, select the following:
- Evaluation criteria: Search and select an evaluation criteria.
- Evaluation method: Select an evaluation method: AI assisted, Manual, or AI agent.
- Assigned to: Select the user.
- Evaluation due date: Select a due date for the evaluation.
Select Request.
Select Submit and Close. The Evaluator status appears as Completed.
When the AI agent status appears as Completed, on the Evaluation associated view, you can review the Evaluation Summary provided by Quality Evaluation Agent.
To view the evaluation record, in the site map of Copilot Service workspace:
- Go to Conversations and then select a conversation. Go to Related > Evaluations to view the evaluation records.
- Go to Evaluations. The All evaluations data grid appears. Select the required evaluation record. The evaluation for the selected conversation appears in the Evaluations side pane.
On-demand evaluation for email (preview)
To request evaluation for emails:
Go to Activities and select the Email record type.
Select Request evaluation.
On the Request evaluation dialog, select the following:
- Evaluation criteria: Search and select an evaluation criteria.
- Evaluation method: Select an evaluation method: AI assisted, AI agent, or Manual.
- Assigned to: Select the user.
- Evaluation due date: Select a due date for the evaluation.
Select Request.
When the AI agent status appears as Completed, on the Evaluation associated view, you can review the Evaluation Summary provided by Quality Evaluation Agent.
You can also request an evaluation for an individual email record from the Evaluation tab within every email record.
Note
If you select the AI assisted or AI agent evaluation method, make sure that AI response enabled is selected for your questions in the criteria, as follows:
- For AI agent mode: All questions must be AI-enabled. Manual editing isn't allowed.
- For AI assisted mode: At least one question must be AI-enabled.
Related information
Use evaluation plan
Use evaluations
Use evaluation criteria
Manage Quality Evaluation Agent