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            Setup Reporting

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            Setup Reporting

            View quality evaluation data to track and analyze rep performance insights.

            Required Editions

            Supported Editions for Workforce Engagement Management
            User Permissions Needed
            To update reporting and dashboard metrics: Quality Manager
            1. In the Command Center for Service, click Reports, and then go to the Quality tab.
            2. Click Setting up the Reports.

              You’re redirected to the Setup page.

            3. In the Quality Management Metrics tab, click Update Metrics to update Voice Call Quality Management and Messaging Session Quality Management.
            4. Go back to the Quality tab and refresh the page.

              You can view the rep metrics.

             
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            Salesforce Help | Article