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