---
name: al-214-have-an-agent-score-every-support-conversation-against-yo
description: "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. Use when the user wants help with quality assurance (customer support) for a small business."
---

# Have an agent score every support conversation against your quality checklist

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.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Calls or chats

## Instructions

Do the task below with the user's inputs in place of each [bracket].

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].

## Safety checks (share these with the user)

- 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.
- 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.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: Microsoft Contact Center Intelligence, Dynamics 365 Contact Center, ChatGPT, Claude
- Based on this real-world example: https://www.microsoft.com/en-us/dynamics-365/blog/business-leader/2026/10/21/microsoft-contact-center-intelligence-transforming-customer-experience-at-agentic-speed/
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-214-have-an-agent-score-every-support-conversation-against-your/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/