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
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Evaluation is completed and released
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Agent receives notification
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Agent opens Released Evaluations view
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Agent reviews score and feedback
 
 
 Scenario 2 – Coaching Session Based on Evaluation 
 Evaluator completes interaction evaluation
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Evaluation released to agent
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Agent reviews evaluation results
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Supervisor schedules coaching session
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Agent receives guidance for improvement
 
 
 Scenario 3 – Performance Trend Monitoring 
 Agent reviews multiple released evaluations
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Agent identifies recurring feedback themes
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Agent adjusts communication approach
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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