Workforce Engagement Management

Hi Ricardo,

You cannot use the 'auto' evaluation forms in policies they can only be used under the programs when setting the %rule for auto scoring.

Policies can be used with AI Scoring, however, this is only using the traditional evaluation forms with AI Scoring included. This also still requires a human in the loop to sumbit them. 

Thanks

Hello Ricardo,

I hope you are doing great!.

We are working on adding matching criteria elements to Agent Scoring rules. Once in place, you will be able to define similar criteria as you do today with policies (e.g., duration, wrap up codes, etc) along with Speech and Text Analytics data (e.g., Topics, Sentiment, Empathy) to specify the types of conversations you want to evaluate. We are targeting a late Q3 - Q4 delivery. 

In the meantime, you could use the Search API to find conversations that fit your criteria. Once you have the conversations identified, you can then generate auto complete evaluations using an API as well.

https://developer.genesys.cloud/organization/search/

 Agent Auto-Complete evaluation form, use the POST /api/v2/quality/conversations/{conversationId}/evaluations API 

Regards,

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
------------------------------

I have clients who are using AI scoring in auto completed forms but they do not want 50 per agent per day and cannot have all interactions scored. Using a % of interactions would not help as they need to ensure each agent has the same number of completed evaluations for fairness (Example: 35 per agent per month) since these impact their incentives. Is there a way to do this or should I post this in the Ideas?

------------------------------
Nicki Dehn
Senior Cloud Partner
AAA Club Alliance
------------------------------


Original Message:
Sent: 04-29-2026 17:23
From: Jose Ruiz
Subject: AI Scoring - Agent Auto-Complete Forms

Hello Ricardo,

I hope you are doing great!.

We are working on adding matching criteria elements to Agent Scoring rules. Once in place, you will be able to define similar criteria as you do today with policies (e.g., duration, wrap up codes, etc) along with Speech and Text Analytics data (e.g., Topics, Sentiment, Empathy) to specify the types of conversations you want to evaluate. We are targeting a late Q3 - Q4 delivery. 

In the meantime, you could use the Search API to find conversations that fit your criteria. Once you have the conversations identified, you can then generate auto complete evaluations using an API as well.

https://developer.genesys.cloud/organization/search/

 Agent Auto-Complete evaluation form, use the POST /api/v2/quality/conversations/{conversationId}/evaluations API 

Regards,

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
------------------------------

Hello @Nicki Dehn

I suggest setting a percentage value that will slightly over produce the number of evaluations an agent should have per month, and use process automation to delete the extra evaluations that crossed the limit. The Genesys Professional Services team has implemented similar solutions for customers and can help if needed.

With that said, we have considered adding an "Exactly XXX evaluations per Week or Month" option in the agent scoring rules. Please create a ticket with your request so we can socialize it with the community and review the use case, so we can consider it to be added as a roadmap item.

Regards,

I have clients who are using AI scoring in auto completed forms but they do not want 50 per agent per day and cannot have all interactions scored. Using a % of interactions would not help as they need to ensure each agent has the same number of completed evaluations for fairness (Example: 35 per agent per month) since these impact their incentives. Is there a way to do this or should I post this in the Ideas?

------------------------------
Nicki Dehn
Senior Cloud Partner
AAA Club Alliance
------------------------------



Original Message:
Sent: 04-29-2026 17:23
From: Jose Ruiz
Subject: AI Scoring - Agent Auto-Complete Forms

Hello Ricardo,

I hope you are doing great!.

We are working on adding matching criteria elements to Agent Scoring rules. Once in place, you will be able to define similar criteria as you do today with policies (e.g., duration, wrap up codes, etc) along with Speech and Text Analytics data (e.g., Topics, Sentiment, Empathy) to specify the types of conversations you want to evaluate. We are targeting a late Q3 - Q4 delivery. 

In the meantime, you could use the Search API to find conversations that fit your criteria. Once you have the conversations identified, you can then generate auto complete evaluations using an API as well.

https://developer.genesys.cloud/organization/search/

 Agent Auto-Complete evaluation form, use the POST /api/v2/quality/conversations/{conversationId}/evaluations API 

Regards,

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
------------------------------