# 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.

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# 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 |

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# 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 |

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# 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 |