RM571191 - Dynamics 365 Customer Service: Detailed quality evaluation score breakdown

Microsoft 365 Roadmap

Summary

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.

Published

Sep 21, 2026

Status

In development

Release

General Availability

Platforms

Web

Service

Dynamics 365 Contact Center
Dynamics 365 Customer Service

Tag

In development
General Availability
Worldwide (Standard Multi-Tenant)

Cloud

Worldwide (Standard Multi-Tenant)

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.

GA date: September CY2026