# Genesys Cloud - Admin -  Released Evaluations

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## 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

```text
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

```text
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

```text
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 |

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