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  - **Participant evaluated** (entire record, current owner, or IVR/bot only) is available for trigger-based plans only.
  - Each batch run handles at most 20,000 records. Run history exists for recurring plans only; trigger-based plans produce evaluations you find on the **Evaluations** page by filtering on plan name.
  - Active plans can't be edited. Pause, edit (everything except record type and evaluation criteria), then reactivate. Pausing finishes the current batch; resuming waits for the next scheduled time.
- - Evaluation for emails is preview.
+ - Evaluation for emails is preview. On-demand evaluation now covers cases, conversations and emails.
+ - The overall evaluation score is the sum of the section scores out of 100, but questions marked **Not Applicable** are excluded and the score is calculated from the applicable questions only. The evaluation view shows a breakdown by section and question, including each question's weight and contribution.
  - Trigger-based case plans fire on resolution, and a case can collect multiple evaluations if several plans match.
  
  ## When to use / skip
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  - No run history for trigger plans is by design. Don't tell the client the plan has failed because the tab is empty.
  - Overlapping plans on the same cases create multiple evaluations and multiply credit spend.
  - Record type and criteria can't be changed after creation, so a wrong choice means a new plan.
+ - Allowing Not Applicable on a question makes scores harder to compare. Two evaluations of the same criteria can be out of different numbers of questions, so agree upfront whether N/A is allowed and on which questions.
  
  ## Consultant notes
  
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- *Evaluation features are still gaining options — worth revisiting after email evaluation leaves preview.*
+ *Evaluation features are still gaining options — worth revisiting after email evaluation leaves preview. Refreshed 2026-10-24 for Not Applicable scoring and the score breakdown.*