Genesys Cloud – Genesys Cloud to deprecate the Overview (Evaluations) page under Performance

Announced on (YYYY-MM-DD)	Effective date (YYYY-MM-DD)	Aha! idea
2025-04-07	2025-07-07	-

In a future release, Genesys Cloud will retire the Overview (Evaluations) page under Performance and migrate its data views to more appropriate locations. This change improves consistency across the platform, eliminates redundant dashboards, and ensures compliance with evolving system requirements.

For more information, see the Deprecation of the Overview (Evaluation) page community page.

Why is this changing?Click to expand

Originally, the Overview (Evaluations) page was built using older APIs that predate Genesys Cloud’s dedicated analytics capabilities. Over time, other dashboards under Performance > Overview were moved to the Analytics Workspace, but evaluation-related views were left behind. Instead of migrating an outdated structure, we are integrating these views into existing areas where users already manage evaluations and performance data.

What's changing?Click to expand

The six data tables from the Overview (Evaluations) page will still be available but will be relocated to different views within Genesys Cloud:

Current Location (Performance > Overview (Evaluations))	New Location
Agent Activity for Evaluations (Quality Admin)	Agent Activity view (with “Supervisor” filter in the Agent Evaluations view)
Evaluation Activity for Evaluators (Quality Admin)	Evaluators view under Quality Admin
Calibration Activity (Quality Admin)	Evaluations > Calibrations tab (New)
Incomplete Evaluations (Interactions Needing Attention) (Quality Evaluator)	Analytics Workspace > My Assigned Evaluations tab (New)
Agent Activity for Evaluators (Quality Evaluator)	Agent Activity view (with “Evaluator” filter in the Agent Evaluations view)
Completed Evaluations (Quality Evaluator)	Analytics Workspace > My Assigned Evaluations tab (New)

How will this affect workflows?Click to expand

Previously, when users submitted a calibration or disputed an evaluation, they were redirected to the Overview (Evaluations) page. Moving forward, these actions will take users directly to the relevant interaction with the evaluation or calibration results open.

Action	Before (Redirected to Overview (Evaluations))	After (Redirected to Interaction Page)
Submitting a Calibration	Overview (Evaluations)	Interaction page with calibration results open
Submitting/Disputing/Declining an Evaluation Dispute	Overview (Evaluations)	Interaction page with evaluation results open

What do users need to do?Click to expand

No immediate action is required. The updated navigation will be available in a future release, and the existing Overview (Evaluations) page will be retired at that time. Users should familiarize themselves with the new locations of evaluation data to ensure a smooth transition. This update aligns quality management workflows with the rest of Genesys Cloud, providing a more integrated and efficient experience.

Before and after retiring the Overview (Evaluations) page under Performance

Agent activity tableClick to expand

Evaluation activity tableClick to expand

Calibration activity tableClick to expand

Unattended interactions and completed evaluations tableClick to expand

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