Dynamics 365 Customer Service: Workforce engagement management - Modify and override submitted evaluations

Microsoft's description

This feature enables Quality Managers to edit and override evaluation results even after they are marked as completed or expired. While completed evaluations remain read-only by default to preserve integrity, supervisors can initiate an Edit action when discrepancies are identified, such as incorrect AI predictions or errors in manual assessments. In edit mode, supervisors can update evaluation responses, adjust scores, and refine comments to reflect an accurate assessment. This ensures that evaluation records represent the final, validated view of agent performance and interaction quality. The capability is available across AI-assisted, AI agent-generated, and manual evaluations, providing a consistent correction experience. To maintain control and governance, only authorized users with supervisory permissions can perform overrides. All changes are tracked through audit signals, including who made the edit and when, and overridden evaluations are clearly flagged. This ensures full transparency for reporting, compliance, and downstream reviews. Business Value: Enables Quality Managers or users with privileges to correct completed evaluations when inaccuracies arise from AI predictions or human review errors. This ensures evaluation outcomes accurately reflect real-world context and business standards. By introducing controlled human-in-the-loop oversight with full auditability, organizations can confidently scale automated and manual evaluations while maintaining trust, transparency, and governance. Enabled for: Enabled by admins/makers/marketers for end users