In development
Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria
<p>Criteria questions now support a Not Applicable answer option. When a question is marked as not applicable, it is excluded from scoring instead of negatively affecting the evaluation score. This helps ensure evaluations remain accurate when a specific criterion does not apply to the case, interaction, or business scenario being reviewed.</p>
Affected: Dynamics 365 Contact Center, Dynamics 365 Customer Service