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Evaluators

Section Description
Module Context Part of Quality Management in Genesys Cloud Workforce Engagement Management (WEM).
Purpose The Evaluators dashboard allows quality evaluators to view assigned evaluations, review interaction recordings, and score interactions using Evaluation Forms to measure agent performance, compliance, and service quality.
Navigation Performance → Overview → Quality Evaluator
Alt Navigation Menu → Conversation Intelligence → Quality Management → Evaluators
Required Permission Quality > Evaluation > Edit Score (included in the default Quality Evaluator role)

Important: The Evaluators page is a performance dashboard accessed through the Performance area — not an Admin configuration page. Evaluator role assignment and permissions are managed separately under Admin → People & Permissions → Roles/Permissions.

Study Notes

Topic Explanation
Evaluators Users assigned the Quality Evaluator role who review interactions and score them using evaluation forms.
Evaluations Formal scoring of interactions based on evaluation forms.
Calibration Multiple evaluators review the same interaction to ensure scoring consistency. An expert evaluator sets the benchmark.
Evaluation Assignment Evaluations can be assigned manually or automatically through Quality Policies.
Evaluator Dashboard Displays pending and completed evaluation activity for the logged-in evaluator.

Evaluators help organizations maintain consistent service standards, compliance monitoring, and coaching programs.

Navigation

Task Navigation
Open Evaluator Dashboard Performance → Overview → Quality Evaluator
Alt Navigation Menu → Conversation Intelligence → Quality Management → Evaluators
Assign evaluator roles Admin → People & Permissions → Roles/Permissions → Quality Evaluator role
Automate evaluation assignment Admin → Quality → Policies
View interactions and recordings Performance → Workspace → Interactions
Run calibrations Performance → Quality → Calibration

Evaluator Dashboard — Components

The Quality Evaluator dashboard has three main sections:

Section Description
Interactions Needing Attention Table of interactions with evaluations assigned to the logged-in evaluator that have not yet been completed. Click the link in the Assigned Date/Time column to open a specific evaluation.
Agent Activity Search by agent name or agent set. Shows how many evaluations were completed and the average score awarded to each agent during the configured date range.
Completed Interactions Lists interactions the evaluator scored during the configured date range.

To narrow results in Agent Activity, enter an agent name in the filter box.

Evaluator Role — Permissions

Permission Description
Quality > Evaluation > Edit Score Required to access the Evaluator dashboard and submit evaluation scores. Included in the default Quality Evaluator role.

Default role permissions summary:

Role Default Capabilities
Quality Administrator Create/manage evaluation forms, quality policies, calibrations, recordings, annotations, and encryption keys
Quality Evaluator Edit evaluations and annotations; view chats, recordings, and encryption keys

Roles can be customized. For example, the Quality Administrator's recording access can be restricted to specific queues by adding conditions in the role configuration.

Configuration Fields (UI — Evaluator Dashboard)

Evaluator Dashboard

UI Field Description
Interactions Needing Attention Table showing pending evaluations assigned to the logged-in evaluator
Assigned Date/Time Clickable link to open the specific evaluation
Agent Activity table Search and view evaluation metrics by agent name
Evaluations Completed (Agent Activity) Count of evaluations completed for each agent
Average Score (Agent Activity) Average score awarded during the date range
Completed Interactions table List of interactions evaluated within the configured date range
Filter box Enter agent name to reduce results in Agent Activity
Date range selector Controls the time window for Agent Activity and Completed Interactions

Dependencies

Component Purpose
Interaction Recording Provides interactions for evaluation
Evaluation Forms Defines scoring criteria used by evaluators
Quality Policies Automates evaluation assignment to evaluators
Agent Profiles / User Accounts Determines which agents appear in evaluation results

Platform Integration / Related Components

Component Relationship
Evaluation Forms Used by evaluators to score interactions
Quality Policies Automatically assign evaluations to evaluators
Recording Management Provides recorded interactions for review
Speech & Text Analytics Helps identify interactions suitable for evaluation
Performance Management Uses evaluation results for coaching and development

Related Topics / Further Reading

Topic Purpose
Evaluation Forms Create scoring criteria
Quality Policies Automate evaluation assignments
Recording Management Manage interaction recordings
Speech Analytics Identify interactions for evaluation
Calibration Ensure consistent scoring across evaluators

Implementation Checklist

Step Status
Assign Quality Evaluator role to users ☐
Create evaluation forms ☐
Enable interaction recording ☐
Configure evaluation policies ☐
Assign evaluations (manually or via policy) ☐
Train evaluators on scoring standards ☐
Run calibration sessions ☐

Implementation Guide

Step Action
Step 1 Navigate to Admin → People & Permissions → Roles/Permissions
Step 2 Assign Quality Evaluator role to intended users
Step 3 Create evaluation forms (Admin → Quality → Evaluation Forms)
Step 4 Enable interaction recording
Step 5 Configure quality policies to assign evaluations automatically
Step 6 Train evaluators on scoring standards and calibration process
Step 7 Conduct calibration sessions periodically to maintain consistency

Workflow

Customer Interaction
        ↓
Interaction Recorded
        ↓
Quality Policy Assigns Evaluation
        ↓
Evaluator Opens Dashboard
        ↓
Reviews Pending Evaluations (Interactions Needing Attention)
        ↓
Evaluator Reviews Recording
        ↓
Evaluator Completes Evaluation Form
        ↓
Results Released to Agent / Used for Coaching

Calibration Workflow

Recorded Interaction Selected for Calibration
        ↓
Multiple Evaluators Assigned via Policy
        ↓
Each Evaluator Scores Independently
        ↓
Expert Evaluator Sets Benchmark
        ↓
Calibration Session Conducted
        ↓
Scoring Variations Compared and Discussed

Usage Scenarios

Scenario Description
Quality Assurance Monitor and score agent performance
Compliance Monitoring Verify adherence to regulatory or script requirements
Coaching Programs Identify knowledge gaps and improvement areas
Performance Tracking Evaluate agent service quality over time
Calibration Sessions Ensure consistent scoring standards across evaluators

Best Practices

Practice Reason
Conduct calibration sessions regularly Ensures scoring consistency across evaluators
Train evaluators on form intent Improves accuracy and reduces subjective scoring
Monitor evaluator activity Ensures evaluations are being completed on time
Use the Agent Activity view Provides quick aggregate view of how agents are performing
Limit evaluator workload with quotas Prevents evaluation fatigue and missed assignments

Naming Convention

Resource Example
Evaluator Role Quality_Evaluator
Evaluation Form Support_Call_Evaluation
Calibration Program Monthly_Calibration

Security Considerations

Control Description
Role Permissions Only users with the Quality Evaluator role can access the dashboard and submit scores
Recording Access Evaluators can view recordings of interactions they are assigned to evaluate
Evaluation Visibility Results can be restricted; agents see evaluations only when released
Conditions on Roles Quality Administrators can be restricted to recordings from specific queues

Limitations / Constraints

Constraint Description
Dashboard access Requires Quality > Evaluation > Edit Score permission
Recording availability Interaction must have been recorded for an evaluation to be created
Calibration requirement Requires two or more evaluators plus an expert evaluator
Arabic dialect limitation Dates/times do not currently display in standard Arabic format — to be resolved in a future update

Troubleshooting

Issue Cause Resolution
Evaluator cannot access the dashboard Missing Quality > Evaluation > Edit Score permission Assign the Quality Evaluator role or add the permission directly
Evaluations not appearing in Interactions Needing Attention Policy not assigning evaluations Verify policy criteria and ensure policy is enabled
No recordings visible Recording not enabled or evaluator lacks recording access Check recording settings and role permissions
Calibration scores inconsistent Evaluators interpreting form differently Conduct calibration training and review evaluation form help text

Interview Cheat Sheet

Question Answer
Where is the Evaluator dashboard accessed? Performance → Overview → Quality Evaluator or Menu → Conversation Intelligence → Quality Management → Evaluators
What permission is required? Quality > Evaluation > Edit Score (included in the Quality Evaluator role)
What are the three sections of the dashboard? Interactions Needing Attention / Agent Activity / Completed Interactions
What is calibration? Process where multiple evaluators score the same interaction to ensure consistent scoring; an expert evaluator sets the benchmark
How are evaluations assigned? Manually or automatically through quality policies

Key Takeaways

Topic Summary
Evaluators Users with the Quality Evaluator role who review and score recorded interactions
Dashboard Location Performance → Overview → Quality Evaluator (NOT under Admin)
Required Permission Quality > Evaluation > Edit Score
Dashboard Sections Interactions Needing Attention / Agent Activity / Completed Interactions
Calibration Ensures scoring consistency; requires expert evaluator as benchmark
Evaluation Assignment Via quality policies (automatic) or manually
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