Summary
- Dynamics 365 Customer Service is adding a unified Quality Evaluation Historical Dashboard for reviewing historical quality metrics.
- Administrators and customer service quality reviewers can view quality scores and trends across record types, evaluation criteria, and individual sections.
- The dashboard includes Summary and Evaluation Criteria pages for aggregated scoring and deeper drill-down analysis.
- Up to two years of historical quality data will be available in the dashboard.
- This is an awareness-only message; no action is required.
Microsoft 365 Message Center ID: MC1458438
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 04 Sept 2026
Release End: 04 Sept 2026
Last Modified: August 21, 2026
Category: Stay informed
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps
History
8/20/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to review historical quality metrics in a unified dashboard in Dynamics 365 Customer Service. This feature will reach public preview on September 4, 2026.
How does this affect me?
This feature provides visibility into quality scores across record types, evaluation criteria, and individual sections via the Quality Evaluation Historical Dashboard. You can view quality scores and trends across selected date ranges, with up to two years of historical data available.
The Quality Evaluation Historical Dashboard includes the following pages:
- Summary: Provides a high-level view of aggregated quality scores across all evaluation criteria based on selected filters, enabling quick trend analysis.
- Evaluation Criteria: Enables deeper analysis by drilling into evaluation sections and viewing aggregated section-level scores to identify areas influencing overall quality.
What action do I need to take?
This message is for awareness, and no action is required.