Automatically evaluate every customer service interaction across voice calls, messaging conversations, and email-to-case exchanges using AI. Match the appropriate evaluation form based on interaction attributes. Achieve full evaluation coverage of customer interactions, identify coaching opportunities for service reps across all channels, and track service quality trends without increasing QA team workload.
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 Quality Analyst permission sets. To view quality scores, you need the Agentforce Contact Center Quality Viewer permission set.
How: From Setup, go to the Quality Management page and turn on Automated Quality Evaluation and setup form mapping.