Calibration evaluations

AI-generated summary

Genesys Cloud provides a Calibration Evaluations dashboard within Quality management that enables quality administrators to track and manage calibration sessions for evaluations across multiple evaluators assessing the same customer interactions. The dashboard requires a Genesys Cloud CX 1 WEM Add-on II, CX 2, CX 3, or CX 4 license and Quality > Calibration – View permission. Calibration sessions standardize scoring consistency, reduce evaluator subjectivity, promote fairness, and align teams on quality standards. Administrators can monitor evaluator activity, identify incomplete calibrations tracked in the Unfinished column, and analyze scoring trends to support continuous improvement. The dashboard displays key metrics including Created Date, Form Name, total Evaluations submitted, Unfinished evaluation count, Average Score, and High Score for each calibration session. Users access the dashboard via Admin > Quality > Calibration Evaluations or Menu > Conversation Intelligence > Quality Evaluations > Calibration Evaluations. A Date Range filter in the upper right corner allows administrators to focus on specific time periods by selecting preferred dates through a calendar interface. The dashboard updates to display only calibration evaluations within the selected timeframe. A current limitation exists where dates and times do not display in standard format for the Arabic dialect, with resolution planned for a future release.

PrerequisitesClick to expand

The Calibration Evaluations dashboard in Genesys Cloud allows quality administrators to track and manage calibration sessions for evaluations. Calibration sessions help to ensure consistent scoring across multiple evaluators that assess the same customer interaction. This process reduces subjectivity, promotes fairness, and aligns teams on quality standards.

Using this dashboard, you can monitor evaluator activity, identify incomplete calibrations, and analyze scoring trends to support continuous improvement in evaluation processes. Regularly reviewing calibration data helps you maintain high evaluation standards and drive meaningful coaching and performance improvements. Monitoring the Unfinished column helps ensure that all evaluators participate fully, supporting accurate calibration results.

Access the Calibration Evaluations dashboard

To view and manage calibration evaluation data, click Menu > Conversation Intelligence > Quality Evaluations > Calibration Evaluations.

To view and manage calibration evaluation data:

Click Admin from the main navigation menu.
Click Quality.
Click Calibration Evaluations.

The Calibration Evaluations Dashboard appears, showing evaluator activity and results for the selected time frame.

Dashboard overview

The dashboard provides a summary of calibration sessions, evaluator participation, and scoring metrics. You can use this information to track evaluation consistency and identify areas for improvement.

Key columns and descriptions

Column	Description
Created Date	The date when the calibration session was created.
Form Name	The name of the evaluation form used for the calibration session.
Evaluations	Total number of evaluator submissions in that calibration.
Unfinished	Number of incomplete evaluations (evaluators who did not submit their scores).
Average Score	The average score of all submitted calibrations.
High Score	The highest score submitted by any evaluator in the session.

Date Range filter

You can filter the dashboard results based on a specific time period to focus on relevant calibration activity.

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.

The Date Range filter is in the upper right corner of the dashboard.
Click the calendar icon and select your preferred date range (For example, June 1–30, 2025).
The dashboard updates to show only the calibration evaluations that occurred within the selected time frame.

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