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.
この記事で問題は解決されましたか?
ご意見をお待ちしております。
読み込み中
Salesforce Help | Article
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
