---
schema_version: "1"
id: 2a486a64ee9d4b43a7a21fe825ae19c51a0a784dc929c6d16b815b0aefdbb94f
title: Configure Automated Quality Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_configure_automated_quality_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_automated_quality_management.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 34b03ec99797950e72feb8a65ebd2c2df5b67142ee042498749184700170154f
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Configure Automated Quality Management

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d110453e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110453e60 ">To Configure Automated Quality Management:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110453e60 ">Salesforce Admin</td>

          </tr>
        </tbody>
      </table>

1. From Setup, enter Quality Management in the Quick Find box, then select **Quality Management** and turn On **Automated QM**..
2. Select the channel tab you want to configure: **Voice**, **messaging**, or **Email to Case**.
3. (Optional) To match rules under Test evaluations, select a **Default Evaluation Form**.
4. In the Mapping Criteria section, click **New Mapping Criteria**.
5. 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.
6. 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.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)
    
    Tip Enter the API value in the picklist fields.
7. Click **\+ Add Condition** to define additional evaluation filters.
8. Click **Save**.
9. 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.