---
schema_version: "1"
id: b07ba52c96fc9a93d171dac66c675bb7121e1aa2ab74e1f5730da7fe068912a3
title: Evaluate Every Interaction
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_afcc_sv_evaluate_every_interaction.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_evaluate_every_interaction.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f5e3448a4462b31747c75606934f9e4ffcc253f7187e37b4293615d19291d896
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Evaluate Every Interaction

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.