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            Identify Interactions for Evaluation

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            Identify Interactions for Evaluation

            Review messaging sessions or voice calls within reports to assess quality performance and analyze trends.

            Required Editions

            Supported Editions for Workforce Engagement Management.
            User Permissions Needed
            To identify interactions Quality Analyst
            1. From the App Launcher, find and select Command Center for Service.
            2. Go to Reports and select Quality.
            3. Review the Messaging Session Quality Management or Voice Call Quality Management reports.
            4. To open the record, from the report results, go to Voice tab, and then select the voice call to check the trends.
             
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            Salesforce Help | Article