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Evaluator Genesys Guide

Once logged into Genesys #

  • Step 1: Under Performance, click on Workspace. Under Contact Center select Interactions sub tab
  • Step 2: Toggle the Filters panel and select a Media Type (All, Voice, Call Back, Chat, Email, Text)

  • Step 2a: Select the user you would like to review

    • Step 2b: Don’t forget to change the date at the top under the interactions tab

  •  Step 3:  Select an interaction you would like to review
    • Step 3a: If screen recoding is available, select Page 2, then View Screen Recordings

      • If there is no screen recording, on Page 1 select Play to listen to the audio recording

    • Step 3b: Under the Quality Summary tab select Create Evaluation sub tab
    • Step 3c: In the Evaluation Form drop down select review type:
      • Customer Service Text Message Reviews
      • Customer Service Live Chat Reviews
      • Customer Service Call Reviews

    •  Step 3d: Type your name in the Evaluator field

    • Step 3e: Select Create to start the evaluation

  • When a review is completed the BPT will receive a notification
  • Once the BPT clicks on the notification it will pull up the call and the scored Customer Experience Team Review Form.
  • It will show pending until they scroll to the bottom of the review form and mark it complete.

Reviews #

  • Under the Performance Tab, click Overview

  • You can change the time period

  • Scroll down to Evaluation Activity and search for the evaluator
  • Once you find the person you are looking for, click the name in blue

  • The completed interaction section will show all the interactions and scores for the evaluator you selected.
  • You can click any of these reviews and it will take you directly to the interaction.

  • If anything is showing in the Interactions Needing Attention, those reviews still need to be completed.

Reviews in Agent View

  • Under Performance click, Workspace, then Agent Evaluation

  • Search and select the agent you want to see the reviews for
  • Change the timeframe you want to see.

Reports #

Under Quality Reports select the Agent Quality Details Report

  • Name the report
  • Select the staff member you want to run the report for
  • Select the Evaluation Form
  • Report Generation Time
  • Select the Time Zone
  • Select the date range
  • Save

Below is what the report will show

 

 

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