Evaluation scoring

Quality evaluators score customer interactions in order to help contact center agents improve performance and consistency. The quality administrator can enable the following scoring features within an evaluation form:

Default to highest scoring answer—Sets the form to the ideal answer so that evaluators can focus on incorrect responses
Fatal question—A question that results in an overall evaluation score of 0 if answered incorrectly.
Critical question—Marks a question as critical; interaction scores show an overall score and a critical question score.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.