# 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

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

---

### Scenario 2 – Preparing for Coaching Session

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

---

### Scenario 3 – Identifying Performance Trends

```text
Agent reviews multiple evaluations
        ↓
Agent notices recurring feedback
        ↓
Agent adjusts communication approach
        ↓
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             |

```
```