---
schema_version: "1"
id: 26c2db2cce89b0fb9da0de9d8f325c05a982b5382a6b1387d3594e91b86687f2
title: Perform a Quality Evaluation
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_perform_a_quality_evaluation.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_perform_a_quality_evaluation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5a79020103551e27052097a8b1b24300697c2b618aaefbf755f2d18df94d84cc
description: Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Perform a Quality Evaluation

Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades.

### 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="d114641e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114641e60 ">To evaluate</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114641e60 ">Quality Analyst </td>

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

1. From the **Voice Calls**, **Messaging Sessions**, or **Cases** tab, select the interaction you want to evaluate.
2. Click **Start Evaluation**.
3. In the Select participants and form screen, select the participant you want to evaluate.
4. Select the Evaluation form.
5. Click **Evaluate**.
6. Answer the assessment questions and click **Submit** when finished.
    
    If your admin has turned on the beta Autofill feature, you can use the Autofill to have AI fill out the answers, and click Submit after reviewing the answers.

The Quality Evaluation component immediately shows the final percentage score and a performance label.