NewDynamics 365 Customer Service · Dynamics 365 Contact Center
Dynamics 365 Customer Service: Inactivate quality evaluation records
Quality managers in Dynamics 365 Customer Service can now inactivate evaluation records to exclude them from scoring and analytics while preserving them for audit purposes, enabling correction of erroneous or duplicate evaluations without data loss.
Microsoft's description
Quality managers can now inactivate evaluation records that should no longer contribute to scoring or reporting. Inactive evaluations are preserved for traceability but excluded from overall score calculations and analytics. This helps teams correct reporting outcomes when evaluations were created in error, used the wrong criteria, were duplicates, or should otherwise be removed from active quality results.