View an interaction’s quality summary


 The following permissions:

  • Analytics > Conversation Detail > View
  • Conversation > Communication > View
  • Quality > Evaluation > All

From an interaction’s detail page, click the Quality Summary tab to see existing evaluation and survey data for the interaction.


View the following evaluation information related to the interaction:

  • The evaluation form name used with the evaluation.
  • The date the evaluation was assigned to the evaluator.
  • The assigned evaluator for the evaluation.
  • The status of the evaluation, such as pending, in progress, or complete.
  • Whether the agent has reviewed the evaluation

Perform following actions related to evaluations:

  • To view evaluation details such as the questions and interaction score, click the Assigned Date for the evaluation.
  • To evaluate the interaction or assign an evaluation to a quality evaluator, click Add New Evaluation.
  • To remove an evaluation, select the evaluation and click Delete Selected Evaluations.
  • Deleted evaluations might still show up in search results and reports.
  • When an evaluation is rescored, only the new score is counted in the scoring results.
  • Deleted evaluations are not included in the scoring results.

Completed Surveys

Workforce engagement for PureConnect and Genesys Engage users

This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.

Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.

View the following survey information about the surveys related to the interaction:

  • The survey form name
  • The survey’s status, which can include:
    • Pending: Genesys Cloud has prepared to send the survey invitation but has not sent it yet. 
    • Sent: Genesys Cloud sent the survey invitation to the customer and then received a successful delivery notification.
    • In Progress: Customer clicked the survey link.
    • Finished: Customer submitted the survey.
    • Error: An error occurred and Genesys Cloud could not send the survey. For example, the customer’s email address was invalid.
    • Opt Out: The customer requested not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference
    • Expired: The survey link is older than 90 days.
  • The survey score
  • The Net Promoter Scoresm (NPS)
  • To view the survey questions and responses, click the survey score. 

Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.