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…

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