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.
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.