Agent auto complete form type

PrerequisitesClick to expand

In Genesys Cloud CX, Agent Auto-Evaluation Forms are automatically submitted once all questions have been answered—whether through AI Scoring, Evaluation Assistance, or predefined default responses. This automation accelerates feedback cycles, reduces evaluator workload, and enables organizations to scale their quality monitoring programs with minimal manual effort.

Key benefit: Automatically submit agent evaluations—without human review—when all questions are resolved by AI or default responses.

How it works

When building an Agent Auto-Evaluation Form, administrators must:

Select a scoring method for each question—AI Scoring or Evaluation Assistance.
Configure a fallback default answer for every question.

When an evaluation is created using an Agent Auto-Complete evaluation form, every question is answered automatically. The system then submits the evaluation, listing the evaluator as Virtual Supervisor.

Scoring types

Each form question must use one of the following mechanisms:

AI Scoring – Uses AI models in Genesys Cloud AI to determine answers based on conversation transcripts and metadata.
Evaluation Assistance – Applies predefined rules and conditions (such as keywords or topics) to suggest answers.

Important: Each question must use either AI Scoring or Evaluation Assistance. If a question does not have one of these scoring types, a configuration error will prevent the form from being published.

Validation rules

To enable auto-submission, the form must meet the following criteria:

All questions must use AI Scoring or Evaluation Assistance as the scoring method.
Every question group must have a configured default answer.
If Evaluation Assistance is selected, each question must include at least one condition.

Note:

To create evaluations for a specific interaction using an Agent Auto-Complete evaluation form, use the POST /api/v2/quality/conversations/{conversationId}/evaluations API or create a new ad-hoc evaluation.
To create recurring evaluations with an Agent Auto-Complete evaluation form using rules, use the POST /api/v2/quality/programs/{programId}/agentscoringrules API.
For guidance on designing, testing, and fine-tuning auto-complete evaluations, see AI Scoring best practices.
For details on automated scoring question options, see Automated scoring options in evaluation forms.
For instructions on generating evaluations with the Agent Auto-Complete evaluation form type, see How do I generate an Agent Auto-Complete Evaluation?

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