Genesys Cloud – Automated evaluation attribution in analytics and evaluation views

In a future release, Genesys Cloud will enable administrators and supervisors to distinguish between evaluations generated automatically with Agent Auto-Evaluation Forms and evaluations submitted manually by human evaluators. New filters, labels, and data fields across analytics, Interaction Search, and evaluation views will identify automated evaluations with Virtual Supervisor as the evaluator. This enhancement helps administrators and supervisors understand how evaluations were generated, compare performance across automated and manual evaluations, and accurately interpret evaluation data.

What’s changing

• Evaluation identification – Users will be able to distinguish evaluations generated by Agent Auto-Evaluation Forms from evaluations submitted manually.
• Automated evaluator attribution – Automated evaluations will identify Virtual Supervisor as the evaluator, while manual evaluations will continue to identify the assigned human evaluator.
• Evaluation filtering – New filters will enable users to filter evaluation results based on whether evaluations were generated automatically or submitted manually.
• Analytics and evaluation views – New filters, columns, and labels will appear across relevant analytics, Interaction Search, and evaluation views, including My Evaluations and Agent Evaluation Detail.

Why this matters

As organizations use automated evaluations alongside manual evaluations, supervisors need to understand the source of evaluation results. The new attribution and filtering options make it easier to see how much evaluation activity is automated, compare performance trends by evaluation type, and verify evaluator attribution in reports and dashboards.