MWPRO IMPACT SCORE
OPERATIONAL IMPACT
29
0
25
50
75
100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
Recommended Action:
Take a look and decide whether this affects your tenant, users or support teams.
Take a look and decide whether this affects your tenant, users or support teams.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Tenant AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This is a new feature providing out-of-box quality indicators and an evaluation plan in Dynamics 365 Contact Center. Admin effort is moderate because enabling the feature is optional and simple, but organisations may review default settings and reporting impact. User impact is minor to moderate since supervisors and CSRs may see new notifications and coaching nudges. As no immediate action is required and rollout is scheduled in over a month, urgency is low.
35
Admin Impact
30
User Impact
20
Urgency
30
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center adds built-in quality indicators and evaluation plans so admins can start quality and coaching in one click.
END USERS
Supervisors may get real time alerts; CSRs may see coaching nudges after conversations.
IT ADMINS
Be aware of new default quality indicators and plan included for quick enablement.
ROLLOUT TIMELINE
Upcoming:
31 August 2026
31 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Start quality and coaching in one click with out-of-box criteria
Message ID: MC1443092
We are announcing the ability to start quality and coaching in one click with out-of-box criteria in Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026.
How does this affect me?
Every organization now includes a set of out-of-box quality indicators and a ready to use evaluation plan available by default. These indicators support both real time evaluation and evaluation upon close, so admins can monitor conversations as they happen or after they end.
Using the out-of-box criteria and plan, admins enable quality and coaching in a single click, without first creating their own criteria or evaluation plan. Once enabled, supervisors receive real time notifications, CSRs receive coaching nudges, and teams can review quality scores for evaluated conversations.
What action do I need to take?
This message is for awareness, and no action is required.
Source: Microsoft Message Center • Analysed by MWPro
