Evaluate an interaction

Prerequisites

  • Quality Administrator or Quality Evaluator role

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

  1. Click Performance Overview.
  2. Click the Quality Evaluator tab.
  3. From the Interaction Needing Attention table, click on the individual interaction 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 to complete your evaluation.

Click the image to enlarge.

Notes:
  • To use this evaluation as a scoring index, return to the evaluation after submitting it and check Use as Scoring Index for Calibration, enter a quality evaluator, and click Create Calibration.
  • To re-score the interaction, click Re-score. 
  • A secure pause temporarily stops 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.