Use evaluation forms to standardize assessments of interactions with customers, reduce
scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case.
To evaluate an interaction, a quality analyst performs an evaluation based on criteria
defined in a form. To identify coaching opportunities, each supervisor can review their team
member’s scores. To see how they're performing, each rep can review their own scores.
Required Editions
- Quality Management User Personas
Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features.
- Quality Management Limitations
Limitations for Quality Management forms and assessments.
- Configure Quality Management for Service Interactions
Use AI-driven and manual evaluation forms to standardize interaction assessments, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging and case.
- 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.
- Create Evaluation Questions and Forms
Design quality assessment criteria and create evaluation forms tailored to different evaluation needs.
- Evaluate Rep Performance
Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards.
- View Scorecards & AI Confidence Scores
When the interaction completes, automated scorecards appear in the Quality Management component on the record page:
