AI-generated summary
Genesys Cloud provides a calibration feature within its quality management system that enables users to compare evaluation scores across multiple selected interactions in a centralized location. To conduct a calibration, users must possess specific permissions including Analytics > Conversation Detail – View, Conversation > Communication – View, Directory > User – View, Quality > Calibration – Add, and Quality > Evaluation – Add. The calibration process is initiated through the Analytics Workspace by selecting an interaction, accessing the Quality tab, and creating a new calibration by designating an evaluation form, selecting evaluators, and optionally indexing scores against an Expert Evaluator's assessment. Once created, the Calibration Results tab displays individual evaluation scores along with aggregated metrics including high score, low score, average score, and variance calculations. Evaluators can access assigned calibration evaluations through the Quality Management section under Evaluators, where they complete evaluation forms and submit their assessments. The system allows administrators to edit evaluator assignments or delete calibrations as needed. A current limitation exists regarding date and time formatting in Arabic dialect displays within quality management views, with Genesys Cloud planning to address this in a future update