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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Oct 24, 2025 |
Mar 20, 2026 |
Business value
Quality Evaluation Agent bulk case evaluation automates scheduled assessments across targeted cases, enabling consistent quality monitoring, early issue detection, and reliable performance measurement without manual effort.
Feature details
Schedule, run, and track quality evaluations across cases automatically.
Quality Evaluation Agent bulk cases evaluation lets supervisors create evaluation plans directly on case records and execute them on a defined schedule (for example, daily). Each plan targets a specific subset of cases based on supervisor‑defined conditions, ensuring evaluations focus on the most relevant interactions.
Supervisors can edit evaluation plans at any time, with updates applied to future runs while past executions remain preserved for reference. Every execution is logged in a run history view, providing full visibility into when evaluations ran, which cases were included, and how quality outcomes evolved over time.
Bulk evaluations automatically reference the published evaluation criteria version active at runtime. This ensures consistent and traceable quality measurements as standards evolve.
Geographic areas
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Language availability
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