---
schema_version: "1"
id: 1a6f16ad34fddcd810ad43a958566e1de6ec8ee3c1415f928e432706915b14ff
title: Evaluate Rep Performance
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_qm_evaluate_rep_performance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_qm_evaluate_rep_performance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0380143a29a7a6cc7f00351e7c45ad602acc38e9faad5c60e9efac015f90fd3c
description: Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Evaluate Rep Performance

Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards.

### 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>

- **[Identify Interactions for Evaluation](https://help.salesforce.com/s/articleView?id=service.workfoce_engagement_identify_interactions_for_evaluation.htm&release=264.0.0&type=5)**  
    Review messaging sessions or voice calls within reports to assess quality performance and analyze trends.
- **[Perform a Quality Evaluation](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_perform_a_quality_evaluation.htm&release=264.0.0&type=5)**  
    Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades.
- **[Review Rep Performance (Rep View)](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_review_your_performance_rep_view.htm&release=264.0.0&type=5)**  
    Service reps can view their own scores on individual records to understand their performance feedback.
- **[Review Team Performance (Supervisor View)](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_review_team_performance_supervisor_view.htm&release=264.0.0&type=5)**  
    To identify high-level trends and specific reps who require more training, supervisors use aggregated reports.