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Quality Management Limitations

Limitations for Quality Management forms and assessments.

Required Editions

Supported Editions for Workforce Engagement Management.
  • Only English language quality evaluation forms are supported.
  • If an OmniScript contains a question and you later change the question status to Inactive, the OmniScript evaluation still evaluates the question.
  • If you add questions to an existing form, previous assessments are impacted because of incorrect scores for questions. Salesforce recommends that you don't modify previously used forms and instead create new forms.
  • If you mark a form as Inactive after using it for evaluations, the assessment isn't visible. Salesforce recommends that you don't mark forms as Inactive after using them.
  • Quality Management users must use only the OmniScript Builder UI to create and edit forms. Using individual record pages for these actions can cause errors.
  • Conditional questions in OmniScript aren’t supported in a quality management form. All such questions are evaluated regardless of the conditions.
  • The Quality Management component must be added to a medium or large area on the voice call and messaging session page template for the component to appear correctly.
  • The AI Autofill works only for single-rep calls. If you invoke it on a call that involves multiple reps, it may not return the correct answers.
  • Only interactions in English, Spanish (Mexico), French (Canada), Portuguese (Brazil), German and French (France) language are supported for Automated evaluation currently.
  • The Automated evaluation excludes all calls that involve transfers.
  • If a question in an OmniScript is changed to Inactive later, the evaluation still processes it.
  • If you add questions to an existing form, it impacts previous assessments. Salesforce recommends using new forms instead of modifying live forms.
  • If you mark a form as Inactive after using it for evaluations, the system hides the assessment. Salesforce recommends to not make form as inactive after it is used.
  • Salesforce recommends using only the OmniScript Builder UI to create and edit forms and questions, as individual record pages cause errors.
  • The OmniScript cannot include conditional questions.
  • The Quality Management LWC must occupy a wide panel on a voice call or messaging session page for buttons to appear correctly.
  • If a form is missing or technical errors occur, the system does not create an Assessment. For short interactions, the system creates an Assessment if you map a form.