Assign a new evaluation

Prerequisites

  • Quality Administrator default role
  • Genesys Cloud Supervisor default role or Analytics > Conversation Detail > View assigned to any user role

In some contact center organizations, quality evaluators are responsible for identifying interactions to evaluate.

Note: To automatically assign evaluations, you can create a policy.
  1. Click Performance > Interactions.
  2. Use the interaction filters to identify target interactions.
  3. Click an interaction.
    For more information, see View an interaction’s details.
  4. To assign a new evaluation, click the Quality Summary tab.
  5. Click Create Evaluation.
  6. Add the following information:
    • Evaluation form—The questionnaire used to score the evaluation.
    • Agent to be evaluated – select the agent that should be evaluated. This option is enabled if two or more agents participated in the interaction.
    • Evaluator(s)—The quality evaluators assigned to evaluate the interaction 
  7. Click Create to assign the new evaluation.