To capture a broader view of how reps are performing, expand quality assessments beyond voice calls and messaging sessions to include cases. Build evaluation forms tailored to specific interaction types using scored questions and required rationales for each response. A unified grading standard reduces subjectivity and gives reps clear, actionable feedback across all interaction types.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions.
Who: To manage and assess quality, you need Agentforce Contact Center Quality Manager or Agentforce Contact Center Quality Analyst permission sets. To view quality scores, you need the Agentforce Contact Center Quality Viewer permission set.