Prerequisites

The following permissions:

  • Quality > Evaluation > Edit Score

For more information, see Quality management roles and permissions.

  1. Click Performance > Overview.
  2. Click Quality Evaluator.
  3. Under Completed Interactions, click a completed interaction.
  4. At the bottom of the questionnaire, click Revise Score.

    Note:

    In case of evaluations created on and after February 19 00:00 GMT, 2024, the input character limit is:

    • 4000 characters for overall evaluation comments and agent comments when an evaluation is revised;
    • 4000 characters for evaluator comments and review comments;
    • 2000 characters for private comments and answer comments.
  5. Inspect the evaluation and rescore as you see fit.
Notes:

The following points only apply to quality evaluation scores used as gamification metrics.

  • In case of the quality evaluation score metric, if an evaluator rescores the metric after 6 days, Genesys Cloud ignores the rescore and does not adjust the gamification points.
  • When you rescore an evaluation, the original score disappears. Only the new score remains visible.
  • If you save but do not submit a rescore, the evaluation remains unreleased. In this case, Genesys Cloud removes the points given for that specific evaluation.
  • If you release a rescore with a new release date, Genesys Cloud allocates gamification points to the new release date and removes them from the old release date. This is applicable within the 6 days of the rescore period only.