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 |
| 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 |
| 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 |