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
Agentforce Contact Center Quality Analyst
Industries Assessment
OmniStudio User
Prompt Template User
Can view rep performance dashboards and template reports; filter voice calls or messaging sessions 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
Agentforce Contact Center Quality Viewer
Industries Assessment
OmniStudio User
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.
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