Use evaluations

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:

1. 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.

2. 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.

Edit submitted evaluations

Edit evaluations and modify responses in an evaluation after it's submitted. When you submit an evaluation, it initially appears in a read-only view. Select Edit to update answers and then submit the changes. Changes don't take effect until you resubmit the evaluation plan.

Prerequisites

Before you edit a submitted evaluation, make sure that you meet the following requirements.

• The evaluation must be submitted (completed).
• You have the Quality Admin or the Quality Manager role, or the Override submitted evaluation (Miscellaneous privilege) added to your role. In Power Platform admin center, search for the Evaluation (msdyn_evaluation) table and the Miscellaneous privileges > Override Submitted evaluation (prvOverrideSubmittedEval) privilege. Learn more in User management.

To edit:

1. In Copilot Service workspace, go to Evaluations in Service.
2. Select and open an evaluation with status as Completed. The evaluation opens in a read-only view and indicates that it's submitted.
3. Select Edit. The evaluation switches to Edit mode and indicates that you can update responses and submit when ready.
4. Update the answers as required.
5. Select Submit to apply your changes. Your changes don't take effect until you submit. After you submit, the evaluation returns to the submitted (read-only) state.

Evaluation states

Evaluator status:

You see the following evaluator and AI agent states on the grid.

AI agent status:

Related information

Manage Quality Evaluation Agent
Use evaluation plan
Use evaluation criteria