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            Configure Sharing Rules for Quality Evaluations

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            Configure Sharing Rules for Quality Evaluations

            Set up sharing rules to ensure that quality analysts have the necessary permissions to access and evaluate interactions owned by service representatives.

            Required Editions

            Supported Editions for Workforce Engagement Management
            User Permissions Needed
            To manage data sharing structures: Quality Manager
            1. From Setup, in the Quick Find box, enter Sharing Settings.
            2. To set up sharing rules, provide these details:
              • Label: CallSharingNewRule
              • Rule Name: CallSharingNewRule
              • Select records to be shared: Voice call owned by owners: Roles, APAC_REP_ROLE (This is the role associated with your reps.)
              • Select the users to share with: Share with: Roles, APAC_QA_ROLE (This is the role associated with the quality analyst for the rep team)
              • Select the level of access for the users: Access level: Read Only
            3. Save your settings.
            4. Repeat the previous steps for the Messaging Session.
             
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            Salesforce Help | Article