NewDynamics 365 Customer Service · Dynamics 365 Contact Center
Dynamics 365 Customer Service: Detailed quality evaluation score breakdown
Dynamics 365 Customer Service now provides detailed scoring breakdowns at overall, section, and question levels for quality evaluations, enabling better transparency and easier identification of coaching and improvement areas.
Microsoft's description
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.