Evaluators

Evaluators (Genesys Cloud Quality Management)

Section	Description
Module Context	Part of Quality Management in Genesys Cloud Workforce Engagement Management (WEM).
Purpose	Evaluators are users responsible for reviewing recorded interactions and scoring them using Evaluation Forms to measure agent performance, compliance, and service quality.
Admin Location	`Admin → Quality → Evaluators`
Primary Function	Manage users who perform interaction evaluations and track their evaluation and calibration activity.

Evaluators play a critical role in contact center quality assurance programs, ensuring consistent evaluation of agent performance and compliance with business processes.

Study Notes

Topic	Explanation
Evaluators	Users assigned the 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.
Evaluation Assignment	Evaluations can be assigned manually or automatically through Quality Policies.
Evaluator Dashboard	Displays evaluation activity and calibration participation.

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

Task	Navigation
View evaluators	`Admin → Quality → Evaluators`
Manage evaluator roles	`Admin → People → Roles / Permissions`
Assign evaluations	`Admin → Quality → Policies`
View evaluations	`Performance → Workspace → Interactions`
Run calibrations	`Performance → Quality → Calibration`

Configuration Fields (UI Form Fields)

Evaluators Page (Admin → Quality → Evaluators)

Field	Description	Options
Evaluators List	Displays all users with evaluator permissions	Table
User Name	Evaluator user account	Link
Evaluations Completed	Number of evaluations performed	Numeric
Calibration Activity	Number of calibration sessions participated in	Numeric
Assigned Evaluations	Evaluations currently assigned	Numeric
Search	Locate evaluators by name	Search box
Filter	Filter evaluator list	Dropdown
Refresh	Reload evaluator list	Button

Evaluator Role Configuration

Field	Description	Options
Role Name	Evaluator role assignment	Dropdown
Permissions	Determines evaluation privileges	Toggle
Evaluation Access	Allows reviewing recorded interactions	Toggle
Calibration Access	Allows calibration participation	Toggle

Typical role permissions:

Permission	Description
Quality Evaluation View	View interaction recordings
Quality Evaluation Score	Submit evaluation scores
Calibration Participation	Participate in evaluation calibration

Dependencies

Component	Purpose
Interaction Recording	Provides interactions for evaluation
Evaluation Forms	Defines scoring criteria
Quality Policies	Automates evaluation assignments
Agent Profiles	Determines which agents can be evaluated

Platform Integration / Related Components

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

Topic	Purpose
Evaluation Forms	Create scoring criteria
Quality Policies	Automate evaluation assignments
Recording Management	Manage interaction recordings
Speech Analytics	Identify interactions for evaluation
Gamification	Use evaluation results to motivate agents

Implementation Checklist

Step	Status
Assign evaluator roles	☐
Create evaluation forms	☐
Enable interaction recording	☐
Configure evaluation policies	☐
Assign evaluations	☐
Train evaluators on scoring	☐
Run calibration sessions	☐

Implementation Guide

Step	Action
Step 1	Assign evaluator role to users
Step 2	Create evaluation forms
Step 3	Enable interaction recording
Step 4	Configure quality policies
Step 5	Assign evaluations automatically or manually
Step 6	Train evaluators on scoring standards
Step 7	Conduct calibration sessions

How to Implement

Phase	Description
Role Assignment	Grant evaluator permissions
Evaluation Setup	Create evaluation forms
Policy Configuration	Assign evaluations automatically
Calibration	Ensure consistent scoring

Workflow

Customer Interaction
        ↓
Interaction Recorded
        ↓
Quality Policy Evaluates Interaction
        ↓
Evaluation Assigned to Evaluator
        ↓
Evaluator Reviews Recording
        ↓
Evaluator Completes Evaluation Form
        ↓
Results Used for Coaching

Architecture Diagrams

Evaluation Process Architecture

Customer Interaction
        ↓
Interaction Recording
        ↓
Quality Policy Engine
        ↓
Evaluation Assignment
        ↓
Evaluator Reviews Interaction
        ↓
Evaluation Score Stored

Real Flow Scenarios

Automated Evaluation Assignment

Inbound Call Completed
      ↓
Quality Policy Detects Interaction
      ↓
Evaluation Assigned
      ↓
Evaluator Reviews Interaction

Calibration Review

Recorded Interaction
      ↓
Multiple Evaluators Assigned
      ↓
Independent Evaluations Completed
      ↓
Scores Compared
      ↓
Calibration Session Conducted

Usage Scenarios

Scenario	Description
Quality Assurance	Monitor agent performance
Compliance Monitoring	Verify adherence to regulations
Coaching Programs	Identify training opportunities
Performance Tracking	Evaluate agent service quality
Calibration Sessions	Ensure scoring consistency

Implementation Examples

Example	Description
Support Queue Evaluation	Evaluate 10% of support calls
Compliance Monitoring	Review identity verification interactions
Customer Experience Evaluation	Score agent soft skills

Example Policy Workflow

Call Recording
      ↓
Quality Policy Trigger
      ↓
Evaluation Assigned
      ↓
Evaluator Scores Interaction

Design Example

Customer Interaction
        ↓
Recording System
        ↓
Evaluation Assignment
        ↓
Evaluator Reviews Interaction
        ↓
Quality Score Generated
        ↓
Agent Coaching

Best Practices

Practice	Reason
Conduct calibration sessions	Ensure scoring consistency
Train evaluators regularly	Maintain evaluation standards
Limit evaluator workload	Prevent evaluation fatigue
Use clear evaluation forms	Improve scoring accuracy
Monitor evaluator performance	Maintain evaluation quality

Naming Convention

Resource	Example
Evaluator Group	Quality_Evaluators
Evaluation Form	Support_Call_Evaluation
Calibration Program	Monthly_Calibration

Naming pattern:

<Department>_<Function>

Security Considerations

Control	Description
Role Permissions	Limit evaluation access to authorized users
Recording Access	Protect sensitive customer recordings
Data Privacy	Ensure compliance with privacy regulations
Evaluation Visibility	Restrict evaluation results to managers

Limitations / Constraints

Constraint	Description
Evaluator permissions	Must have proper role assigned
Recording availability	Interaction must be recorded
Evaluation scope	Limited to interactions matching policies
Calibration workload	Requires multiple evaluators

Troubleshooting

Issue	Cause	Resolution
Evaluator cannot access recordings	Missing role permissions	Assign evaluator permissions
Evaluations not assigned	Policy misconfiguration	Verify policy criteria
Calibration sessions inconsistent	Evaluators scoring differently	Conduct calibration training
Missing recordings	Recording disabled	Enable interaction recording

Interview Cheat Sheet

Question	Answer
What is an evaluator in Genesys Cloud?	A user responsible for reviewing and scoring recorded interactions.
What tools do evaluators use?	Evaluation forms and recorded interactions.
How are evaluations assigned?	Manually or automatically through quality policies.
What is calibration?	Process where multiple evaluators score the same interaction to ensure consistency.
Why are evaluators important?	They ensure service quality and compliance.

Key Takeaways

Topic	Summary
Evaluators	Users responsible for quality monitoring
Evaluations	Score agent interactions
Calibration	Ensures scoring consistency
Quality Policies	Automate evaluation assignments
Coaching	Evaluations help improve agent performance