Launched
Dynamics 365 Contact Center: Quality evaluation - Specify who to evaluate in conversations
<p>Participant evaluated" lets users choose who to evaluate within a conversation transcript for quality evaluation.Users can select Participant evaluated to choose the scope of the evaluation: Entire record, Current owner, or IVR/Bot.</p> <p>By default, "Entire record" evaluates the full conversation transcript, including all participants. Current owner evaluates the current conversation owner, defined as the last conversation owner. IVR/Bot evaluates only the automated IVR or bot portion of the conversation.</p> <p>This option is available when running an on-demand evaluation from both the conversation list view and from the evaluation plan.</p>
Affected: Dynamics 365 Contact Center, Dynamics 365 Customer Service