Calibration evaluations
The Calibration Evaluations dashboard in Genesys Cloud CX 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 Admin from the main navigation menu.
- Click Quality.
- Click Menu > Conversational Intelligence.
- Click Quality Evaluations > Evaluation Forms.
- 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.
- 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.
