Evaluate an interaction

Prerequisites

Access from assigned evaluations from the inbox

  1. From your list of assigned evaluations, choose an interaction to evaluate.
  2. Review the interaction. For example, listen to the recording or read the email.
  3. Choose answers to the evaluation questions.
  4. 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.
  5. Click Submit to complete your evaluation.

Access from the evaluator dashboard

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

Icon Description

N/A is enabled

N/A is enabled

Comments are required

 Comments are required

Critical question

 Critical question

Fatal question

Fatal question

Display conditionally

Display conditionally

Evaluation assistance

Evaluation assistance

  1. Click Performance > Overview.
  2. Click the Quality Evaluator tab.
  3. From the Interaction Needing Attention table, click the individual interaction that you want to evaluate.
  4. Review the interaction. For example, listen to the recording or read the email.
  5. Choose answers to the evaluation questions.
  6. 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.
  7. 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.

Evaluation form

Notes:
  • To use this 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. 
  • 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.