Dynamics 365 Contact Center: Quality evaluation - Recurring conversation evaluations
Quality Evaluation now supports recurring frequency for conversation evaluations. Previously, only event-based trigger evaluations were supported, meaning evaluations were created only when a conversation closed. With recurring evaluations, users can run bulk evaluations over pre
DIGITAL SKILL WORKS LTD / 12 PANES
What it is
Dynamics 365 Contact Center: Quality evaluation - Recurring conversation evaluations is a Microsoft 365 roadmap item published via Microsoft Release Communications. Current status: Launched.
What it does
Quality Evaluation now supports recurring frequency for conversation evaluations. Previously, only event-based trigger evaluations were supported, meaning evaluations were created only when a conversation closed. With recurring evaluations, users can run bulk evaluations over previously closed conversations, evaluate future closed conversations, and sample selected conversations that match configured conditions. This enables ongoing quality monitoring, retrospective analysis, and targeted evaluation programs without relying solely on conversation-close events.
Why you should care
Board
Track as Horizon signal; decide whether it changes Wave 0 priority or stays on the watchlist.
CISO
Confirm identity, data access, and overshare exposure before enabling for broad cohorts.
CFO
Map licence or consumption impact to the frozen value case; avoid seat spray.
Adoption
Pilot with a named cohort and measure changed work, not vanity clicks.
Suggested action
Wave 0 first: Security → GRC → Cost & Value → Licence → Adoption. Decide: adopt for a named cohort, defer, or reject. If adopting, update licence and adoption plans in the same week.
12 Panes: 03 Horizon · 08 Adoption
Communication needed
- Security: Assess exposure, Conditional Access, and agent/tool permissions.
- GRC: Update AI/agent register and evidence path; confirm DPIA triggers if personal data is in scope.
- FinOps: Forecast seat or credit impact; align to frozen value case.
- Adoption: Plan cohort messaging, clinics, and success measures.
- Comms: One story for board and staff — what changes, what does not, who owns risk.
Benefits
- May improve productivity on a specific Microsoft 365 surface when permissions and data quality allow.
- Roadmap visibility helps Horizon planning without guessing dates.
Risks
- Status and dates change; treat MRC as directional, not a contract.
- Enabling without Steady controls can amplify overshare or cost leakage.
Source
- MRC id: 573267
- Status: Launched
- Products: Dynamics 365 Contact Center, Dynamics 365 Customer Service
- GA / disclosure: October CY2026
- Preview: —
- Platforms: Web
- Cloud instances: Worldwide (Standard Multi-Tenant)
- moreInfoUrls: —
- Open on Microsoft 365 Roadmap
Microsoft Release Communications / Microsoft 365 Roadmap (AI at Work). Content is subject to Microsoft API Terms of Use. Dates and status change; verify in the official roadmap before acting.