From the Microsoft Dynamics 365 CE/CRM Blogs: Quality evaluation agent; Event overview analytics dashboard; Contact Center voice agents; D365 Sales and AI

In this review of the Dynamics 365 CE/CRM blogs:

• Understanding the Dynamics 365 quality evaluation agent
• Create your own event overview analytics dashboard in Customer Insights – Journeys
• Contact Center: What real-time voice agents mean for service operations
• Sales 2026 Wave 1: AI features

Understanding the Dynamics 365 quality evaluation agent: a complete breakdown

On her blog, Dian Taylor wrote about how the quality evaluation agent in Dynamics 365 Customer Service and Contact Center can help improve customer service.

Taylor stated that measuring service quality is important because it can affect customer retention, revenue, and brand reputation. Organizations that do not track service quality often struggle to improve because they don't know where problems exist.

Taylor noted that many companies use quality assurance programs where supervisors review customer calls, chats, and emails using scorecards that measure factors such as empathy, accuracy, process compliance, and communication skills. 

She pointed out that traditionally, this has been a manual process. However, she noted that today, the quality evaluation agent, also known as the quality assurance agent, can help automate and streamline much of that work.

Taylor then provided information about how the quality assurance agent works.

Create your own event overview analytics dashboard in Customer Insights – Journeys

Writing on her blog, Megan Walker asked if you've ever looked at the standard event management dashboard.

If so, she noted that you may have found that it doesn't provide much useful information and can be difficult to work with. While Microsoft may update it in the future, you don't have to wait.