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 |