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Create a new evaluation

In some contact center organizations, quality evaluators are responsible for identifying interactions to evaluate.

Note: Dates and times in quality management views do not currently appear in the standard format for the Arabic dialect. On a future date, Genesys Cloud will amend this limitation.
Notes: To automatically assign evaluations, .
  1. Click Performance > Workspace > Interactions.
  2. Click Menu > Analytics > Analytics Workspace.
  3. Click the Interactions tab.
  4. Use the interaction filters to identify target interactions.
  5. Click an interaction. For more information, see .
  6. To assign a new evaluation, click the Quality Summary tab.
  7. Click Create Evaluation.
  8. Add the following information:
  • Evaluation form – The questionnaire used to score the interaction.
  • Agent to be evaluated – Select the agent to evaluate. This option is available when two or more agents participated in the interaction.
  • Evaluator(s) – The quality evaluators assigned to complete the evaluation.
    • If an Agent Auto-Complete evaluation form is selected, you can choose to either:
      • Automatically generate and submit the evaluation by selecting Auto Submit with Virtual Supervisor, or
      • Require human review before submission by assigning the evaluation to one or more evaluators.

Note: If you are the evaluator of this interaction, click Assign to me in the bottom right corner of the following screen. As a result, the interaction is automatically assigned to you.
You do not have to select your name from the Evaluator dropdown list.  

  1. Click Create to create the new evaluation.
Note:
  • You can create a maximum of 50 evaluations to an agent within a 24-hour interval. Genesys Cloud displays a message if you reach the daily limit and you try to manually create an evaluation on the interaction page.
  • Evaluations with AI Scoring questions can take up to 20 minutes to generate.