Agent auto complete form type
- Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 license
- Quality > Evaluation Form > Add
- Quality > Evaluation Form > Edit AI scoring settings
- Speech and Text Analytics > Topic > View
Agent Auto-Evaluation Forms in Genesys Cloud CX automatically submit agent evaluations when all questions are answered using AI Scoring, Evaluation Assistance, or a defined default response. This capability helps organizations accelerate feedback cycles, reduce evaluator workload, and scale quality monitoring efforts with minimal manual input.
Key benefit: Automatically submit agent evaluations—without human review—when all questions are resolved by AI or default responses.
How it works
When building an Agent Auto-Evaluation Form, administrators must:
- Select a scoring method for each question—AI Scoring or Evaluation Assistance.
- Configure a fallback default answer for every question.
When an evaluation is created using an Agent Auto-Complete evaluation form, every question is answered automatically. The system then submits the evaluation, listing the evaluator as Virtual Supervisor.
Scoring types
Each form question must use one of the following mechanisms:
- AI Scoring – Uses AI models in Genesys Cloud AI to determine answers based on conversation transcripts and metadata.
- Evaluation Assistance – Applies predefined rules and conditions (such as keywords or topics) to suggest answers.
Validation rules
To enable auto-submission, the form must meet the following criteria:
- All questions must use AI Scoring or Evaluation Assistance as the scoring method.
- Every question group must have a configured default answer.
- If Evaluation Assistance is selected, each question must include at least one condition.
