Evaluate an interaction

Coming soon: AI scoring in quality evaluation forms
 

Prerequisites

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

During the evaluation one or more of the following icons can appear:

Icon Description

Enablement is not applicable

N/A enabled

Comments required

 Comments required

Critical question

 Critical question

Fatal question

Fatal question

Display question conditionally

Display conditionally

Evaluation assistance

Evaluation assistance

AI scoring

  1. Click Performance > Overview.
  2. Click the Quality Evaluator tab.
  3. From the Interaction Needing Attention table, click the individual interaction that 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.

Notes:
  • An answer that includes an evaluation assistance condition contains a quotation mark tag.  
  • The answer includes the number of detected topics and phrases and displays the exact phrase that the evaluation finds.
  • Under the group name, the same quotation mark appears next to a statement about the number of automatically answered questions.

Click the image to enlarge.

Evaluation form

Automated evaluation with AI scoring

To use the AI scoring in evaluations, you need the following permissions:

  • Quality > Evaluation > View Sensitive Data
  • SpeechAndTextAnalytics > Data > View
  • Recording > Recording > View
  • Recording > RecordingSegment > View
  • SpeechAndTextAnalytics > Data > View  

If AI scoring was enabled for a question in an evaluation form, Genesys Cloud automatically prefills the answers within the evaluation, provided there is adequate confidence in the answer. AI scoring is available for voice and digital interactions as well.

If AI answered an evaluation question, you can see the AI icon next to the respective question. Genesys Cloud displays the reason why the AI-suggested answer was chosen.

An evaluation question answered by AI

  • To copy the Reason for selection text into the comment section, click on the text. This copies the text onto the clipboard.
    Note: You need the Quality > Evaluation > View Sensitive Data permission to see the Reason for selection.
Note: Sometimes, the AI scoring does not align with the reason for selection. In such cases, you can edit the scoring manually. 

Incorrect AI scoring

You can avoid similar cases with enhancing the AI model or if you improve the accuracy rating. For more information, see Prompt filters in Automated scoring options in evaluation forms.

The daily limit of AI evaluations is 5 evaluations per agent per day.

Notes:
  • To use an evaluation as a scoring index, follow these steps:
    1. Return to the evaluation after you submit it and check the Use as Scoring Index for Calibration box.
    2. Enter a quality evaluator.
    3. Click Create Calibration.
  • To rescore the interaction, click Re-score. 
  • A secure pause temporarily stops the 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.
  • If multiple phrases are found for the topics that you configure for an answer when you work with an evaluation assistance condition, they appear under the answered question. When the user clicks a phrase in this list, the audio playback and transcription moves to the point in the interaction where the phrase appears. For more information, see the Evaluation assistance condition section in Create and publish an evaluation form.