We are announcing the ability to review historical quality metrics in a unified dashboard in Dynamics 365 Customer Service. This feature will reach public preview on September 4, 2026.
How does this affect me?This feature provides visibility into quality scores across record types, evaluation criteria, and individual sections via the Quality Evaluation Historical Dashboard. You can view quality scores and trends across selected date ranges, with up to two years of historical data available.
The Quality Evaluation Historical Dashboard includes the following pages:
- Summary: Provides a high-level view of aggregated quality scores across all evaluation criteria based on selected filters, enabling quick trend analysis.
- Evaluation Criteria: Enables deeper analysis by drilling into evaluation sections and viewing aggregated section-level scores to identify areas influencing overall quality.
What action do I need to take?This message is for awareness, and no action is required.