Genesys Cloud – Automated agent scoring in programs for scalable evaluation

In a future release, Genesys Cloud will allow administrators to configure automated agent scoring directly within programs to evaluate customer interactions at scale using Virtual Supervisor’s AI-powered capabilities. Previously, quality teams relied primarily on manual evaluations to assess agent performance. With this release, administrators can define automated scoring rules inside programs so that AI evaluates interactions consistently and at higher volumes. Programs can now use selected evaluation forms to score up to 100% of interactions across areas such as compliance, sales effectiveness, troubleshooting accuracy, inferred CSAT, and churn risk. This change improves visibility into agent performance while reducing the manual effort required to manage quality evaluations.

This feature enables organizations to move from limited, manual quality assurance toward consistent, high-coverage agent evaluation that better supports coaching, performance improvement, and customer experience outcomes.

What will change

• Automated agent scoring within programs – Administrators can configure AI-generated evaluations directly in programs without relying on separate manual processes.
• New agent scoring configuration area – Programs include an Agent Scoring section where admins define scoring rules, choose evaluation forms, and set analysis volumes.
• Role-based access and permissions – New permissions allow quality administrators to manage scoring rules while maintaining appropriate access controls.

Why this matters

• Increases evaluation coverage – AI can score a far larger percentage of interactions than manual reviews, providing a complete view of performance.
• Improves consistency – Automated scoring applies the same criteria across all evaluations, reducing variability between reviewers.
• Delivers insights sooner – Supervisors receive performance signals faster, allowing earlier coaching and intervention.
• Reduces manual workload – Quality teams spend less time on routine evaluations and more time on coaching and improvement efforts.

Who benefits

• Quality management managers – Gain scalable, consistent insight into agent performance across programs.
• Supervisors – Identify trends, gaps, and coaching opportunities without relying on limited manual samples.
• Agents – Receive more timely and consistent feedback aligned to quality standards.