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new featureWorkforce Engagement Management
Evaluate Every Interaction
AI can now automatically evaluate every voice call, messaging conversation, and email-to-case exchange, matching the right evaluation form by interaction attributes, for full QA coverage without more QA workload. Turn on Automated Quality Evaluation and set up form mapping on the Quality Management page in Setup; needs Quality Manager or Quality Analyst permission sets.
identifiers
Automated Quality EvaluationQuality Management
flags
off by defaultno action required
- how
- Setup > Quality Management > turn on Automated Quality Evaluation and configure form mapping.
- who
- Needs Agentforce Contact Center Quality Manager or Quality Analyst permission sets.
- when
- where
- Enterprise, Performance, and Unlimited editions.