RM571193 - Dynamics 365 Customer Service: Inactivate quality evaluation records

Microsoft 365 Roadmap

Summary

Quality managers can now inactivate evaluation records that should no longer contribute to scoring or reporting. Inactive evaluations are preserved for traceability but excluded from overall score calculations and analytics. This helps teams correct reporting outcomes when evaluations were created in error, used the wrong criteria, were duplicates, or should otherwise be removed from active quality results.

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

Quality managers can now inactivate evaluation records that should no longer contribute to scoring or reporting. Inactive evaluations are preserved for traceability but excluded from overall score calculations and analytics. This helps teams correct reporting outcomes when evaluations were created in error, used the wrong criteria, were duplicates, or should otherwise be removed from active quality results.

GA date: September CY2026