Automate interaction evaluations to continuously monitor quality, compliance, and agent performance across voice calls, messaging sessions, and email-to-case channels. Setting up mapping criteria and default evaluation forms enables AI to evaluate conversations automatically upon completion or transfer, generating quality scorecards and confidence metrics without requiring manual supervisor intervention.
Required Editions
| User Permissions Needed |
| To Configure Automated Quality Management: |
Salesforce Admin |
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From Setup, enter Quality Management in the Quick Find box, then
select Quality Management and turn On Automated
QM..
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Select the channel tab you want to configure: Voice,
messaging, or Email to Case.
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(Optional) To match rules under Test evaluations, select a Default Evaluation Form.
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In the Mapping Criteria section, click New Mapping Criteria.
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Configure the rule details in the modal:
- Name: Enter a descriptive name for the rule.
- API Name: Enter a unique API identifier (auto-populated).
- Description: Specify the rule's operational purpose.
- Evaluation Form: Select the form to assign when conditions are met.
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Under Define Criteria, specify the conditions:
- Field: Select a standard or custom text or picklist field from the underlying channel object (VoiceCall for Voice, MessagingSession for Messaging, or Case for Email to Case).
- Operator: Select Equals.
- Value: Enter the target field value.
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Click + Add Condition to define additional evaluation filters.
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Click Save.
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To test AI evaluation, click Test Setup for the selected channel to
view a list of interactions. Select an interaction, choose a participant and form, and click
Autofill to generate AI-powered responses.
