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 |