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Dynamics 365 Customer Service: Detailed quality evaluation score breakdown

Roadmap ID
571191
View in M365 Roadmap
Products
Dynamics 365 Contact CenterDynamics 365 Customer Service
Published
September 21, 2026
Status
In development
Cloud Instance
Worldwide (Standard Multi-Tenant)
Release Phase
General Availability
Platform
Web
Expected Release
September 2026

Description

Evaluation details now include a scoring breakdown at the overall, section, and question level. Users can see how the final evaluation score was calculated, including how individual question outcomes contribute to section scores and the overall score. This improves transparency, helps quality teams validate results, and makes it easier to identify areas for coaching, calibration, and process improvement.

Change History

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No change history available

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