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Genesys Cloud - Admin - My Evaluations

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My Evaluations (Genesys Cloud Quality Management)

Summary

The My Evaluations section in Genesys Cloud allows agents to review quality evaluations that supervisors or quality analysts have completed on their interactions. These evaluations are part of the Quality Management (QM) framework and are used to assess agent performance based on predefined evaluation forms and scoring criteria.

Agents can view scores, evaluator comments, questions from the evaluation form, and interaction recordings or transcripts, depending on configuration. This feature promotes transparency and helps agents understand how their interactions are measured and where improvements can be made.

Utilization

Use Case Description
Performance review Agents review scores assigned to evaluated interactions
Self-improvement Agents identify strengths and improvement areas
Coaching preparation Agents review evaluations before coaching sessions
Quality assurance tracking Supervisors and agents monitor performance trends
Interaction learning Agents replay recordings to understand feedback

The My Evaluations view allows agents to stay informed about quality standards and personal performance metrics.

Best Practices

Practice Reason
Review evaluations regularly Helps agents stay aware of performance expectations
Read evaluator comments carefully Provides context behind scoring decisions
Listen to interaction recordings when available Helps understand what occurred during the interaction
Identify recurring feedback patterns Supports long-term improvement
Discuss unclear feedback with supervisors Ensures proper understanding of expectations
Apply coaching recommendations Improves service quality and evaluation scores

Example Scenarios

Scenario 1 – Agent Reviews Evaluation Score

Supervisor evaluates recorded interaction
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Evaluation is released to the agent
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Agent opens My Evaluations view
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Agent reviews scorecard and feedback

Scenario 2 – Preparing for Coaching Session

Agent receives notification of evaluation
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Agent reviews scoring details
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Agent listens to interaction recording
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Agent prepares questions for supervisor

Scenario 3 – Identifying Performance Trends

Agent reviews multiple evaluations
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Agent notices recurring feedback
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Agent adjusts communication approach
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Future evaluations reflect improvement

Key Benefits

Benefit Explanation
Transparent performance feedback Agents can clearly see how interactions are evaluated
Continuous improvement Helps agents refine communication and service skills
Coaching support Evaluations serve as a basis for coaching sessions
Quality standard alignment Ensures agents follow organizational service guidelines
Performance visibility Agents track personal development over time
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