Build objective assessment criteria by creating structured evaluation forms tailored to specific interaction types. Design discovery frameworkâbased forms with scored questions and required rationales for each response. Apply a unified grading standard to reduce subjectivity and ensure consistency across evaluations. Deliver clear, actionable feedback to agents to maintain peak performance standards for service reps.
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.