Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features.
Required Editions
| Supported Editions for Workforce Engagement Management. |
| Persona | Permission Sets |
|---|---|
| Quality Manager |
Agentforce Contact Center Quality Manager Industries Assessment OmniStudio Admin Prompt Template User |
| Quality Analyst |
Agentforce Contact Center Quality Analyst Industries Assessment OmniStudio User Prompt Template User |
| Quality Viewer |
Agentforce Contact Center Quality Viewer Industries Assessment OmniStudio User |
Quality Management User Personas
| Persona | what a user can do |
|---|---|
| Quality Manager | Can create, configure, and activate evaluation form templates; define grading questions, input data types, and analytics categories; and establish numeric scoring point values or answer option rubrics. |
| Quality Analyst | Can view rep performance dashboards and template reports; filter voice calls, messaging sessions, or cases for QA review; initiate evaluation scorecards on interaction records; select human participants and forms; input evaluation answers and text comments; or modify previously submitted assessments. |
| Quality Viewer | Can view personal aggregate quality percentages and performance rating tiers on handled interaction records; read completed scorecards; or view specific question-by-question evaluator feedback in a read-only view. |