Genesys Cloud - Admin - Released Evaluations

Released Evaluations (Genesys Cloud Quality Management)

Summary

Released Evaluations in Genesys Cloud refer to quality evaluations that have been completed by a supervisor or evaluator and made available to the agent for review. Once an evaluation is released, the agent can view the scorecard, feedback, and scoring details related to a specific interaction.

Released evaluations are an important part of Quality Management (QM) because they provide transparency into performance assessments, coaching opportunities, and improvement areas based on recorded interactions such as voice, chat, email, or messaging.

---

Utilization

Use Case	Description
Performance review	Agents review evaluation scores and feedback from supervisors
Coaching and training	Supervisors use evaluations to identify improvement opportunities
Quality assurance tracking	Organizations monitor service quality and compliance
Interaction analysis	Evaluations help identify patterns in customer interactions
Agent development	Agents use feedback to improve communication and service skills

Released evaluations ensure that agents can review and understand performance expectations and scoring criteria.

---

Best Practices

Practice	Reason
Review evaluations promptly	Helps agents understand feedback while interactions are still fresh
Carefully read evaluator comments	Provides context behind scoring decisions
Use evaluations for self-improvement	Identifies opportunities to improve service quality
Discuss unclear feedback with supervisors	Promotes learning and alignment on expectations
Track evaluation trends over time	Helps agents monitor performance improvement
Follow coaching recommendations	Supports continuous development and quality improvement

---

Example Scenarios

Scenario 1 – Agent Reviews Performance Evaluation

Supervisor evaluates recorded interaction
        ↓
Evaluation is completed and released
        ↓
Agent receives notification
        ↓
Agent opens Released Evaluations view
        ↓
Agent reviews score and feedback

---

Scenario 2 – Coaching Session Based on Evaluation

Evaluator completes interaction evaluation
        ↓
Evaluation released to agent
        ↓
Agent reviews evaluation results
        ↓
Supervisor schedules coaching session
        ↓
Agent receives guidance for improvement

---

Scenario 3 – Performance Trend Monitoring

Agent reviews multiple released evaluations
        ↓
Agent identifies recurring feedback themes
        ↓
Agent adjusts communication approach
        ↓
Future evaluations show improved performance

---

Key Benefits

Benefit	Explanation
Transparent performance feedback	Agents clearly see how interactions are evaluated
Continuous improvement	Supports coaching and skill development
Standardized quality scoring	Ensures consistent evaluation criteria
Improved customer experience	Quality feedback leads to better interactions
Accountability and learning	Agents understand strengths and improvement areas