In development
Dynamics 365 Customer Service: Detailed quality evaluation score breakdown
<p>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.</p>
Affected: Dynamics 365 Contact Center, Dynamics 365 Customer Service