Etikett: QEA

In the previous post, I covered how to enable the Quality Evaluation Agent in Dynamics 365 Contact Center, including prerequisites, connection references, Power Automate flows, Copilot Studio publishing, and data configuration. Once the agent is enabled, the next step is to understand how to use it as part of a quality management process. The Quality…

Quality Evaluation Agent is one of the AI capabilities in Dynamics 365 Contact Center that helps evaluate customer interactions based on defined quality criteria. Before you start working with evaluation criteria and plans, the agent itself needs to be enabled and configured with the correct connections, flows, data sources and publishing status. This post covers…