Evaluate an interaction

AI-generated summary

Genesys Cloud provides comprehensive quality management capabilities that enable teams to evaluate agent interactions through an advanced evaluation system featuring AI-assisted scoring with transparent justification. The platform allows evaluators to review recordings, emails, and complete questionnaires via an inbox or evaluator dashboard, with quality teams able to manage evaluation forms, create scoring indices, generate calibration exercises, and rescore interactions as needed. Key functionality includes AI scoring for voice and digital interactions, limited to 50 evaluations per agent daily, flexible evaluation scheduling up to 45 days in advance, and evaluation assistance through topic and phrase detection. The system supports special question types including critical, fatal, and conditional questions, while providing single-click access to AI-suggested answer explanations. Access requires Quality Administrator or Quality Evaluator roles, with additional permissions necessary for AI scoring features. Technical capabilities encompass interaction playback with secure pause indicators, phrase matching for configured topics, and transcript navigation. When AI generates evaluation answers, an AI icon appears next to the respective question, and the system displays the reasoning behind the AI-suggested answer. Users with appropriate permissions can access the reason for selection, which can be copied to the comment section. In cases where AI scoring misaligns with the reason for selection, manual editing is available; alignment can be improved through AI model enhancement or accuracy rating improvements via prompt filters in automated scoring options. The system supports secure pause functionality to temporarily halt recordings and exclude sensitive information such as credit card numbers, with audible beeps indicating omitted segments. When evaluation assistance conditions identify multiple phrases for configured topics, they appear under the answered question; clicking a phrase navigates the audio playback and transcription to that point in the interaction. Evaluations can function as scoring indices for calibration exercises, and interactions can be rescored using the Re-score function. Notable limitations include restrictions on multimedia content in messaging transcripts, a requirement for quality evaluator assignment for evaluation completion, and current formatting issues with dates and times in Arabic dialect views. AI scoring requires specific permissions including Quality Evaluation View Sensitive Data and Speech and Text Analytics Data View Recording access.

PrerequisitesClick to expand

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.

Access from assigned evaluations from the inbox

From your list of assigned evaluations, choose an interaction to evaluate.
Review the interaction. For example, listen to the recording or read the email.
Choose answers to the evaluation questions.
In the Release the evaluation field, choose when to release the evaluation to the agent. You cannot schedule to release the evaluation to the agent for more than 45 days in the future.
Click Submit to complete your evaluation.

Access from the evaluator dashboard

During the evaluation one or more of the following icons can appear:

Evaluation form iconsClick to expand

Icon	Description
	N/A enabled
	Comments required
	Critical question
	Fatal question
	Display conditionally
	Evaluation assistance
	AI scoring

Click Performance > Overview.
Click Quality Evaluator.
Click Menu > Conversation Intelligence > Quality Management > Evaluators.
From the Interaction Needing Attention table, click the individual interaction that you want to evaluate.
Review the interaction. For example, listen to the recording or read the email.
Choose answers to the evaluation questions.
In the Release the evaluation field, choose when to release the evaluation to the agent. You cannot schedule to release the evaluation to the agent for more than 45 days in the future.
Click Submit.

Notes:

An answer that includes an evaluation assistance condition contains a quotation mark tag.
The answer includes the number of detected topics and phrases and displays the exact phrase that the evaluation finds.
Under the group name, the same quotation mark appears next to a statement about the number of automatically answered questions.

Click the image to enlarge.

Automated evaluation with AI scoring

AI scoring in evaluations requires the following permissions:

Quality > Evaluation – View Sensitive Data
Speech and Text Analytics > Data – View
Recording > Recording – View
Recording > RecordingSegment – View
Speech and Text Analytics > Data – View

If AI scoring was enabled for a question in an evaluation form, Genesys Cloud automatically prefills the answers within the evaluation, provided adequate confidence in the answer exists. AI scoring is available for voice and digital interactions as well.

Note: AI evaluations are limited to 50 evaluations per agent per day.

If AI answered an evaluation question, you can see the AI icon next to the respective question. Genesys Cloud displays the reason why the AI-suggested answer was chosen.

To copy the Reason for selection text into the comment section, click the text, which copies the text to the clipboard.
Notes:
- To see the reason for selection, make sure that your role includes the Quality > Evaluation > View Sensitive Data permission.
- Sometimes, the AI scoring does not align with the reason for selection. In such cases, you can edit the scoring manually.
  You can avoid similar cases with enhancing the AI model or if you improve the accuracy rating. For more information, see Prompt filters in Automated scoring options in evaluation forms.

Manage evaluation scoring

You can use an evaluation as a scoring index, and you can rescore an interaction.

Notes:

A secure pause temporarily stops the recording to exclude sensitive information such as a credit card number. Recordings with a secure pause play a beep during omitted segments of the conversation.
Genesys Cloud does not currently support images, GIFs, or stickers in messaging recorded transcripts.
If multiple phrases are found for the topics that you configure for an answer when you work with an evaluation assistance condition, they appear under the answered question. When the user clicks a phrase in this list, the audio playback and transcription moves to the point in the interaction where the phrase appears. For more information, see the Evaluation assistance condition section in Create and publish an evaluation form.

To use an evaluation as a scoring index, follow these steps:
1. Return to the evaluation after you submit it and check the Use as Scoring Index for Calibration box.
2. Enter a quality evaluator.
3. Click Create Calibration.
To rescore the interaction, click Re-score.

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Evaluate an interaction

Automated evaluation with AI scoring

Manage evaluation scoring

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