Use evaluation plan

Conversations: Applies to: Dynamics 365 Contact center only

Cases: Applies to: Dynamics 365 Customer Service only

Evaluation plans help supervisors perform consistent and objective reviews of cases and conversations. You can define criteria methods, conditions, and evaluation plans to support both manual and AI-driven assessments. This article describes how to create, activate, and manage evaluation plans, and enable bulk evaluations to streamline your review process.

Prerequisites

• Enable Quality Evaluation Agent.
• Assign the required roles and privileges.
• Set up Microsoft Copilot credits.
• Provide consent for potential data movement across regions.

Create and activate evaluation plan for cases and closed conversations

You must enable the Enable bulk evaluations checkbox in Copilot Service admin center before you create and activate an evaluation plan for cases. Learn more in Enable Quality Evaluation Agent.

1. In Copilot Service workspace, go to Evaluation Plans.

2. On the Evaluation plans page, select New.

3. On the New Evaluation Plan page,

   1. In the Evaluation plan details section, provide the following:

      • Plan name: Enter plan name.
      • Description: Enter description.
      • Record type: Select record type as Conversations or Cases.

   2. If you select Conversations, then in the Frequency section, select the following options:

      1. Frequency type: Select Trigger, and then provide the following:
         • Occurrence: If you have frequency type as Trigger, then select Closed conversation.
         • Start date: Specify the start date for the plan.
         • End date: Specify the end date for the plan.

   3. If you select Cases, then in the Frequency section, select the following:

      1. Frequency type: Select Recurring, and then provide the following:
         • Occurrence: Select Daily.
         • Start date: Specify the start date for the plan.
         • End date: Specify the end date for the plan.

   4. In the Conditions section, select Add to add conditions to your evaluation plan. For example, Add Conversation status> Equals > Closed or add Channel type > Contains data > Live chat.

   5. In the Assign evaluation section, provide the following:

      1. Evaluation criteria: Select the criteria from the dropdown. Example, select Closed Conversations Default Criteria.

      2. Evaluation method: Select from AI assisted, AI agent, or Manual.

      3. If you select the AI assisted option, from the Assigned To dropdown list, you need to select Team or User.

      4. Due date: Select a due date.

4. Select Save.

5. Select Activate plan. The Activate plan dialog appears.

6. Select Activate plan. On successful activation, a success message appears.

You can also use on-demand evaluation to check cases and conversations when needed.

View run history for a plan

When you run an evaluation plan, it generates a run‑history record that captures the plan name, execution timestamp, total number of records processed, and the final status. This record provides structured visibility into batch runs and their outcomes.

Select Run history on your evaluation plan to view the details.

Create and activate a real-time evaluation plan for ongoing conversations

You need to turn on the Criteria scoring toggle for your evaluation criteria. Learn more in Create evaluation criteria.

To create a real-time evaluation plan:

1. In Copilot Service workspace, go to Evaluation Plans.

2. On the Evaluation plans page, select New.

3. On the New Evaluation Plan page, in the Evaluation plan details section, provide the following information:

   • Plan name: Enter plan name.
   • Description: Enter description.
   • Record type: Select record type as Conversations.

4. In the Frequency section, for Frequency type, select Real-Time.

5. In the Conditions section, add the workstreams for which you want to enable real-time evaluation.

6. In the Assign Evaluation section, for Evaluation method, select AI assisted.

7. Select Save.

Learn how to view scores for the real-time evaluation plan in Manage ongoing Quality Evaluation Agent conversations.

Activate, pause, resume, or delete evaluation plans

1. In Copilot Service workspace, go to Evaluation plans.

2. On the Evaluation Plans page, select the evaluation plans that you would like to activate, delete, resume, or pause.

3. Select the action that you want to take. On the respective dialog box, confirm the action and save.

When you pause a plan, it finishes the current batch and then stops before the next run. When you resume, the plan starts at its next scheduled time.

Edit evaluation plans

You can't edit active evaluation plans or modify the existing record type for a plan.

1. On the Evaluation Plans page, select the evaluation plans that you want to edit, and then select Edit.

2. Save the changes.

3. Select Activate plan.

Enable bulk evaluation for cases

1. In Copilot Service workspace, go to Evaluation plans.

2. On the Evaluation plans page, select the evaluation plans.

3. Select Activate. The plans are activated only after the data transfer is complete.

You can evaluate up to 10,000 entity records in a single batch run. A single batch run might take up to four hours to complete.

Related information

Manage Quality Evaluation Agent
Use evaluations
Use evaluation criteria
Use on-demand evaluation