Posted inDynamics 365 Apps

MC1458438: Dynamics 365 Customer Service Adds Unified Dashboard for Historical Quality Metrics

2 minutesPosted inDynamics 365 Apps
MWPRO IMPACT SCORE
OPERATIONAL IMPACT
16
0 25 50 75 100
LOW IMPACT • MONITOR ONLY
Recommended Action:
No immediate action needed. Keep this on your radar.
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Primary Audience

Microsoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This is an informational update about a new dashboard in Dynamics 365 Customer Service entering public preview. No mandatory action or major configuration changes are noted. Admins may review the new reporting option for awareness and potential use cases. User impact is minimal as this is an analytics feature rather than a functional change.
20
🛡️ Admin Impact
LOW
10
👥 User Impact
LOW
15
⚡ Urgency
LOW
15
🔧 Effort
LOW
ℹ️ WHAT YOU NEED TO KNOW
📌

AT A GLANCE

A new dashboard in Dynamics 365 Customer Service lets you review historical quality metrics and trends, available in public preview next month.
👥

END USERS

No major end-user change expected.
🛡️

IT ADMINS

No immediate admin action required.
📅

ROLLOUT TIMELINE

Upcoming:
4 September 2026

📢 Official Microsoft Message Center Announcement

Dynamics 365 Customer Service – Review historical quality metrics in a unified dashboard
Message ID: MC1458438
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.

Source: Microsoft Message Center • Analysed by MWPro

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