• 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, create a policy.
  1. Click Performance > Workspace > 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. 

      Note: If you are the evaluator of this interaction, click Assign to me in the bottom right corner of the following screen. As a result, the interaction is automatically assigned to you.
      You do not have to select your name from the Evaluator dropdown list.  

  7. Click Create to create the new evaluation.
Note: You can create a maximum of 50 evaluations to an agent within a 24-hour interval. Genesys Cloud displays a message if you reach the daily limit and you try to manually create an evaluation on the interaction page.