Dynamics 365 Customer Service: Workforce engagement management - Enable question-level weighting for quality evaluation scoring

This feature enables supervisors to assign percentage-based weights at the individual question level, ensuring that evaluation scores reflect the relative importance of each question within a section.

When scoring and question-level weight is enabled for an evaluation criterion, users can assign explicit weight percentages to each question. These weights directly influence score calculation, allowing higher-priority questions to have a greater impact on the final evaluation outcome. The system validates that the total weight of all questions within a section matches the section weight, ensuring consistency and preventing scoring errors.

This enhancement extends the scoring model without disrupting existing workflows. Supervisors can enable and configure question-level weighting per criterion based on business needs. As a result, organizations can create more flexible and accurate evaluation frameworks that better align with operational goals and quality standards, while maintaining ease of use and system integrity.

Business Value

Enables organizations to move beyond equal scoring distribution by assigning custom weights to individual questions. This ensures evaluation scores bett…