View an interaction’s evaluations

AI-generated summary

Genesys Cloud enables users to view interaction evaluations through the Quality tab on an interaction's detail page. Users with appropriate Analytics, Conversation Detail, Communication, and Quality Evaluation permissions can access comprehensive evaluation data including form names, agent and evaluator details, evaluation dates, and completion status (Pending, In Progress, or Complete). The system displays evaluation form questions, selected answers, scores, and indicates whether the agent has reviewed the evaluation. Managers and supervisors have additional access to form version information with last modified timestamps. A known limitation exists where Arabic dialect date/time formats do not currently display in standard format; Genesys Cloud has committed to addressing this in future updates.

PrerequisitesClick to expand

From an interaction’s detail page, click the Quality Summary tab to see evaluations associated with the interaction.

Note: Dates and times in quality management views do not currently appear in the standard format for the Arabic dialect. On a future date, Genesys Cloud will amend this limitation.

Click the image to enlarge.

After choosing an evaluation, an evaluator can evaluate an interaction. You can also view the following information:

The evaluation’s form name.
The agent and evaluator.
The date evaluation and release date.
The evaluation’s status: Pending, In Progress, or Complete.
The evaluation form questions and, if the evaluation is in progress or complete, the selected answers.
The evaluation’s scores.
Whether the agent has reviewed the evaluation.

If you are a manager or a supervisor, the view will also include the form’s version, which is shown as the last modified date and time.

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View an interaction’s evaluations

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