Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Conversations: Applies to: Dynamics 365 Contact center only
Cases: Applies to: Dynamics 365 Customer Service only
Use evaluations to assess and improve the quality of cases and conversations. This article explains how to access evaluation results, understand scoring and compliance details, and interpret evaluation states.
Prerequisites
- Enable Quality Evaluation Agent.
- Assign the required roles and privileges.
- Set up Microsoft Copilot credits.
- Provide consent for potential data movement across regions.
Evaluations
To view evaluations for your criteria:
In the site map of Copilot Service workspace, go to Evaluations. The All evaluations data grid appears. You can view specific data by using filters such as Evaluation Name, Score, Evaluation method, AI agent status, Evaluator status, Evaluation criteria, Evaluator expiration date, and Evaluator completion date.
Select the required Evaluation. The evaluation for the selected case or conversation appears in the Evaluations side pane. Evaluations return results in the language in which the criteria were created.
If scoring is enabled for your criteria, the following details appear:
Evaluation Summary: Highlights evaluation results and suggests actions for improvement, like coaching opportunities for representatives or specific activities to bring a case back on track. The Quality Manager and Quality Reviewer use these insights to improve the overall quality.
Suggested actions: Shows if any immediate actions are required or improvements that can be made.
Scoring overview: Shows the Overall evaluation score, including the Total score and Scoring ratio.
If you extended the evaluation criteria, you see Source criteria evaluation and Extend criteria evaluation details.
If you edited and published an evaluation plan and added the Version column to the grid, you see the details of each version.
Evaluation states
Evaluator status:
You see the following evaluator and AI agent states on the grid.
| State | What it indicates |
|---|---|
| Pending | The evaluation hasn’t started. |
| In-progress | The evaluator is completing the evaluation. |
| Completed | The evaluator finished and submitted the evaluation. |
| Expired | The due date provided in the evaluation criteria expired and the evaluator can no longer open the evaluation. |
| Not applicable | The AI agent is in Error status, so the evaluator can’t complete the evaluation. |
AI agent status:
| State | What it indicates |
|---|---|
| Pending | The evaluation hasn’t started. |
| In-progress | The evaluation is in progress. |
| Completed | The evaluation is complete. |
| Error | The AI agent encountered an error during the evaluation. |
| Not applicable | The evaluation doesn't use an AI agent and is completed manually. |
Related information
Manage Quality Evaluation Agent
Use evaluation plan
Use evaluation criteria