Evaluators

Evaluators (Genesys Cloud Quality Management)

Section	Description
Module Context	Part of Quality Management in Genesys Cloud Workforce Engagement Management (WEM).
Purpose	The Evaluators aredashboard usersallows responsiblequality forevaluators reviewingto recordedview assigned evaluations, review interaction recordings, and score interactions and scoring them using Evaluation Forms to measure agent performance, compliance, and service quality.
Admin LocationNavigation	AdminPerformance → Overview → Quality Evaluator
Alt Navigation	Menu → Conversation Intelligence → Quality Management → Evaluators
PrimaryRequired FunctionPermission	ManageQuality users> whoEvaluation perform> interactionEdit evaluationsScore and(included trackin theirthe default evaluationQuality andEvaluator calibration activity.role)

Important: The Evaluators playpage is a criticalperformance dashboard accessed through the Performance area — not an Admin configuration page. Evaluator role in contact center quality assurance programs, ensuring consistent evaluation of agent performanceassignment and compliancepermissions withare businessmanaged processes.separately under Admin → People & Permissions → Roles/Permissions.

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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 andfor calibrationthe participation.logged-in evaluator.

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

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Navigation

Task	Navigation
ViewOpen evaluatorsEvaluator Dashboard	AdminPerformance → Overview → Quality Evaluator
Alt Navigation	Menu → Conversation Intelligence → Quality Management → Evaluators
ManageAssign evaluator roles	Admin → People & Permissions → RolesRoles/Permissions /→ PermissionsQuality Evaluator role
AssignAutomate evaluationsevaluation assignment	Admin → Quality → Policies
View evaluationsinteractions and recordings	Performance → Workspace → Interactions
Run calibrations	Performance → Quality → Calibration

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ConfigurationEvaluator FieldsDashboard (UI— Form Fields)Components

Evaluators Page (Admin →

The Quality →Evaluator Evaluators)

dashboard has three main sections:

Needingagent scoredduringtheconfigureddate

FieldSection	Description	Options
EvaluatorsInteractions List	Displays all users with evaluator permissionsAttention	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.
UserAgent NameActivity	EvaluatorSearch userby account	Linkname or agent set. Shows how many evaluations were completed and the average score awarded to each agent during the configured date range.
EvaluationsCompleted CompletedInteractions	NumberLists ofinteractions 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	Filterthe evaluator list	Dropdown
Refresh	Reload evaluator list	Buttonrange.

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

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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> Edit Score	ViewRequired interactionto recordingsaccess 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 Evaluation ScoreEvaluator	SubmitEdit evaluationevaluations scoresand 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.

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Configuration Fields (UI — Evaluator Dashboard)

Evaluator Dashboard

UI Field	Description
Interactions Needing Attention	Table showing pending evaluations assigned to the logged-in evaluator
CalibrationAssigned ParticipationDate/Time	ParticipateClickable 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 evaluationAgent calibrationActivity
Date range selector	Controls the time window for Agent Activity and Completed Interactions

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Dependencies

Component	Purpose
Interaction Recording	Provides interactions for evaluation
Evaluation Forms	Defines scoring criteria used by evaluators
Quality Policies	Automates evaluation assignmentsassignment to evaluators
Agent Profiles / User Accounts	Determines which agents canappear bein evaluatedevaluation 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

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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
GamificationCalibration	UseEnsure evaluationconsistent resultsscoring toacross motivate agentsevaluators

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Implementation Checklist

Step	Status
Assign evaluatorQuality rolesEvaluator 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	☐

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Implementation Guide

to

Step	Action
Step 1	Assign evaluator roleNavigate to usersAdmin → People & Permissions → Roles/Permissions
Step 2	CreateAssign evaluationQuality formsEvaluator role to intended users
Step 3	Create evaluation forms (Admin → Quality → Evaluation Forms)
Step 4	Enable interaction recording
Step 45	Configure quality policies
Step 5	Assignassign evaluations automatically or manually
Step 6	Train evaluators on scoring standards and calibration process
Step 7	Conduct calibration sessions

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Howperiodically to Implement

maintain

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

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Workflow

Customer Interaction
        ↓
Interaction Recorded
        ↓
Quality Policy EvaluatesAssigns InteractionEvaluation
        ↓
EvaluationEvaluator AssignedOpens toDashboard
        Evaluator↓
Reviews Pending Evaluations (Interactions Needing Attention)
        ↓
Evaluator Reviews Recording
        ↓
Evaluator Completes Evaluation Form
        ↓
Results Released to Agent / Used for Coaching

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Architecture Diagrams

Evaluation Process Architecture

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

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Real Flow Scenarios

Automated Evaluation Assignment

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

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Calibration Review

Workflow

Recorded Interaction Selected for Calibration
        ↓
Multiple Evaluators Assigned ↓via Independent Evaluations CompletedPolicy
        ↓
Each Evaluator Scores ComparedIndependently
        ↓
Expert Evaluator Sets Benchmark
        ↓
Calibration Session Conducted
        ↓
Scoring Variations Compared and Discussed

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Usage Scenarios

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

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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

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Design Example

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

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Best Practices

andmissed

Practice	Reason
Conduct calibration sessions regularly	EnsureEnsures scoring consistency across evaluators
Train evaluators regularlyon form intent	MaintainImproves evaluationaccuracy standardsand 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	PreventPrevents evaluation fatigue
Use clear evaluation forms	Improve scoring accuracy
Monitor evaluator performance	Maintain evaluation qualityassignments

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Naming Convention

Resource	Example
Evaluator GroupRole	Quality_EvaluatorsQuality_Evaluator
Evaluation Form	Support_Call_Evaluation
Calibration Program	Monthly_Calibration

Naming pattern:

<Department>_<Function>

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Security Considerations

ofinteractionsare

Control	Description
Role Permissions	LimitOnly evaluationusers with the Quality Evaluator role can access tothe authorizeddashboard usersand submit scores
Recording Access	ProtectEvaluators sensitivecan customerview recordings
Datathey Privacy	Ensureassigned complianceto with privacy regulationsevaluate
Evaluation Visibility	RestrictResults evaluationcan resultsbe restricted; agents see evaluations only when released
Conditions on Roles	Quality Administrators can be restricted to managersrecordings from specific queues

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Limitations / Constraints

foran

Constraint	Description
EvaluatorDashboard permissionsaccess	MustRequires haveQuality proper> roleEvaluation assigned> Edit Score permission
Recording availability	Interaction must behave been recorded
Evaluation scope	Limitedevaluation to interactionsbe matching policiescreated
Calibration workloadrequirement	Requires multipletwo 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

andreviewform

Issue	Cause	Resolution
Evaluator cannot access recordingsthe dashboard	Missing roleQuality permissions> Evaluation > Edit Score permission	Assign evaluatorthe permissionsQuality Evaluator role or add the permission directly
Evaluations not assignedappearing in Interactions Needing Attention	Policy misconfigurationnot 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 sessionsscores inconsistent	Evaluators scoringinterpreting form differently	Conduct calibration training
Missingevaluation recordings	Recordinghelp disabled	Enable interaction recordingtext

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Interview Cheat Sheet

Question	Answer
WhatWhere is anthe evaluatorEvaluator indashboard Genesys Cloud?accessed?	APerformance user→ responsibleOverview for→ reviewingQuality andEvaluator scoringor recordedMenu interactions.→ Conversation Intelligence → Quality Management → Evaluators
What toolspermission dois evaluators use?required?	Quality > Evaluation forms> andEdit recordedScore interactions.(included in the Quality Evaluator role)
HowWhat are evaluationsthe assigned?three sections of the dashboard?	ManuallyInteractions orNeeding automaticallyAttention through/ qualityAgent policies.Activity / Completed Interactions
What is calibration?	Process where multiple evaluators score the same interaction to ensure consistency.consistent scoring; an expert evaluator sets the benchmark
WhyHow are evaluatorsevaluations important?assigned?	TheyManually ensureor serviceautomatically through quality and compliance.policies

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Key Takeaways

agentinteractions policies(automatic)or

Topic	Summary
Evaluators	Users responsiblewith forthe qualityQuality monitoringEvaluator role who review and score recorded interactions
EvaluationsDashboard 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 consistencyconsistency; requires expert evaluator as benchmark
QualityEvaluation PoliciesAssignment	AutomateVia evaluationquality assignments
Coaching	Evaluations help improve agent performancemanually

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Screenshots