Problem

Currently, in Dynamics 365 Contact Center (Quality Evaluation Agent), Evaluation Criteria records cannot be deleted once created—even when they are still in Draft status and not being used in any evaluation plans.

This behavior can be confusing for users and creates challenges in managing and maintaining a clean configuration, especially in environments where multiple test or unused criteria are created.

Impact

• Accumulation of unused or test records over time
• Reduced usability and clarity for administrators
• Difficulty in managing and organizing evaluation criteria
• Potential confusion for new users when selecting or reviewing criteria

Current Behavior

• Evaluation Criteria records become read-only after creation
• The Delete option is disabled in the user interface
• No supported method exists to remove unused draft records

Suggested Improvement

Introduce a controlled deletion capability for Evaluation Criteria with safeguards such as:

• Allow deletion only when:
• Status = Draft
• Not referenced in any evaluation plan
• No dependencies or usage history
• Optional confirmation or warning dialog
• Audit logging for governance and traceability

Benefit

• Improved usability and administrative experience
• Cleaner and more maintainable environments
• Reduced confusion and better lifecycle management of evaluation criteria
• Aligns with common expectations for handling unused draft records

Additional Context

While the current design supports governance and traceability, enabling safe deletion for unused draft records would provide a better balance between control and usability.

Available workaround:

Step 1: Open the target record and copy the Record ID

Step 2: Return to the view and open the browser Developer Tools → Console

Step 3: Run the following command:

```javascript

Xrm.WebApi.deleteRecord(

"msdyn_evaluationcriteria",

""

).then(

function success(result) {

console.log("Deleted");

},

function(error) {

console.log(error.message);

}

);

```