View an interaction’s quality summary

AI-generated summary

Genesys Cloud's quality management system integrates comprehensive evaluation and survey functionalities to provide detailed interaction monitoring with permission-based access control across multiple views and metrics. The platform enables authorized users to create, view, and delete evaluations while tracking surveys in both web and voice formats, each with distinct status indicators including Pending, Sent, In Progress, Finished, Error, Opt-out, and Expired. Key performance metrics monitored include Net Promoter Scores (NPS) and individual survey scores with accessible question-level detail and response data. The Quality tab displays critical evaluation information such as Form Name, Evaluation Form Type, Assigned Date, Agent name, Evaluator, Status, overall Score, Critical Score for designated questions, Agent Reviewed status, Agent Comments, Calibration type, and Time Remaining to Delete or Review. Users can access evaluation details by clicking the Assigned Date, create new evaluations through the Create Evaluation button, and remove evaluations using the Delete Selected Evaluations option. Deleted evaluations remain searchable but are excluded from scoring results, while rescored evaluations count only the new score. Evaluations and surveys expire after 90 days or upon interaction purge, with expired voice surveys remaining visible in performance views and appearing in the Survey Abandon column of Queue and Survey Performance views. The system tracks survey outcomes including invalid email addresses and IVR interruptions while maintaining comprehensive data accessibility. Survey information includes delivery notifications, customer interactions with survey links, submission confirmations, error notifications with hover-over details, and opt-out preferences. Access to these features requires specific permissions across Analytics, Conversation Detail, Communication, Quality Evaluation, and Survey Form views, ensuring controlled and secure quality management operations

PrerequisitesClick to expand

From an interaction’s detail page, click the Quality Summary tab to see existing evaluation and survey data for the interaction.

Evaluations

View the following evaluation information related to the interaction:

Form Name: The evaluation form name.
Evaluation Form Type: Specifies the type of evaluation conducted (for example, Evaluation Form or Agent Auto Evaluation).
Assigned Date: The date that the evaluation was assigned to the evaluator.
Agent: Indicates the name of the agent who was evaluated.
Evaluator: The assigned evaluator for the evaluation.
Status: The current evaluation status. For example, pending, in progress, or complete.
Score: Displays the overall score received for the completed evaluation.
Critical Score: Shows the score for designated critical questions or sections within the evaluation. This field remains blank if no critical items are included.
Agent Reviewed: Indicates whether the agent reviewed the evaluation.
Agent Comment: Indicates whether the agent left a comment when reviewing the evaluation.
Calibration: Conveys whether the evaluation is a calibration type.
Time Remaining to Delete/Review: The time remaining (in days and hours) for the assigned evaluator to complete or delete an evaluation. An evaluation will expire 90 days after it was assigned or at the time the interaction is purged.

Perform the following actions related to evaluations:

To view evaluation details such as questions and interaction score, click the Assigned Date for the evaluation.
To evaluate the interaction or assign an evaluation to a quality evaluator, click Create Evaluation.
To remove an evaluation, select the evaluation and click Delete Selected Evaluations.

Notes:

Deleted evaluations can still appear in search results and reports.
When an evaluation is rescored, only the new score is counted in the scoring results.
Deleted evaluations are not included in the scoring results.

Completed surveys

View the following survey information about the surveys related to the interaction:

The survey form name
The survey’s status

Status	Description	Web surveys	Voice surveys
Pending	Genesys Cloud prepared the survey invitation but has not sent it yet.		Not applicable
Sent	Genesys Cloud sent the survey invitation to the customer and then received a successful delivery notification.		Not applicable
In progress	The customer clicked the survey link.
Finished	The customer submitted the survey.
Error	An error occurred. To see the cause of the error, hover over the exclamation mark icon.	Example: the customer’s email address was invalid.	Example: one or more internal participants were connected during the IVR survey, or the survey form has been disabled.
Opt out	The customer requested not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference.
Expired	The survey isn’t available anymore.	The survey link is older than 90 days.	The customer enters invalid or incorrect answers, or does not answer the survey. Note: Genesys Cloud lists expired voice surveys under the Survey Abandon column in the Queues Performance Summary view, and in the Survey Performance Summary view.

The survey score.
The Net Promoter Score^sm (NPS).*
To view the survey questions and responses, click the survey score.

* Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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Evaluations

Completed surveys

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