Have an agent score every support conversation against your quality checklist: AI agent prompt
Support teams usually spot-check a handful of calls and chats each week. A quality agent can review every conversation against the same checklist for accuracy, tone, compliance and brand standards, and surface coaching moments and risky interactions. Microsoft announced Contact Center Intelligence in public preview on Oct 21, 2026, including a Quality Assurance Agent that continuously evaluates interactions and works with existing contact centers through an open connector.
Customer SupportQuality assuranceintermediateThe prompt
You're my support quality reviewer. Here is our checklist: [paste, e.g. greeted by name, confirmed the issue, gave a correct answer per our policy, offered next steps, stayed polite, no promises we can't keep, required disclosures said]. For each conversation transcript below, give: 1) a pass/fail for every checklist item with a one-line quote as evidence; 2) an overall score out of 10; 3) any compliance or legal risk (refund promises, personal data shared, angry customer not escalated) marked HIGH; 4) one specific coaching tip for the rep. Then summarize across all conversations: the 3 most common misses, the reps who need help with what, and any conversations a manager should read today. Transcripts: [paste calls or chats].
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into Microsoft Contact Center Intelligence, Dynamics 365 Contact Center, ChatGPT and review the answer before you use it.
Works with: Microsoft Contact Center Intelligence, Dynamics 365 Contact Center, ChatGPT, Claude
Real-world example: microsoft.com/en-us/dynamics-365/blog/business-leader/2026/10/21/micro
Featured in: AI prompts for writing SOPs, reports, policies and checklists · ChatGPT prompts for customer service: ticket triage, replies and handoffs
Before you use it: what to check
Already built into this prompt
- greeted by name, confirmed the issue, gave a correct answer per our policy, offered next steps, stayed polite, no promises we can't keep, required disclosures said].
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Anything legal, tax or compliance-related is a first draft for a qualified person to check. It is not professional advice, and clause references and deadlines must be checked against the source.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
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