Genesys Cloud - Main

 View Only

Sign Up

  • 1.  AI scoring : Is it possible to modify an AI-generated assessment

    Posted 3 days ago

    Hello,

    I'm working on a self-assessment form for agents.

    The goal is to automatically evaluate all communications in a queue. A "human" review will then be conducted for scores that are abnormally low.

    Is it possible to modify an AI-generated assessment. For example, change a "yes" assigned by the AI to "no"?

    #AICopilot(Agent,Supervisor,Admin) #PurecloudQualityEvaluationForm #AI

    Thank in advance.

    Regards,


    #AICopilot(Agent,Supervisor,Admin)

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 3 days ago

    Hi Mamadou DIOP, 

    For now, from what I understand, it's not possible to change this via the interface, but maybe it's possible via API. The AI-generated assessments don't show the 'Revise Score' button like the other evaluations do.



    ------------------------------
    David Betoni
    Principal PS Consultant
    ------------------------------

    Original Message


  • 3.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 3 days ago

    Hello Mamadou, 

    Yes this is possible. The human reviewers can change any answer they disagree with, and those changes will help improve the AI's accuracy over time. Human evaluators can override and change AI-provided answers, including changing a "yes" to "no" or any other answer option.

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 4.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 3 days ago

    Hello,

    Hello,

    Thank you for your feedback. With automated form scoring, there is indeed no "Review Score" button displayed in the interface. In that case, how can changes be made? Perhaps there is an API.

    Best regards,
    Mamadou



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


  • 5.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 3 days ago

    Ahh thank you for the clarification. I don't think we have any public APIs that can do this. Most of the quality apis get the workflow but not able to modify direct answers. This sounds like an enhancement request in our ideas portal. 

    If you do make an enhancement please feel free to come back here and post so the community can go vote on it. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 6.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 2 days ago

    Good day,

    There is already an active feature request in the Genesys Aha! Ideas Portal that talk about this limitation: https://genesyscloud.ideas.aha.io/ideas/WEVS-I-6

    • Feature Request: WEVS-I-6
    • Title: "Allow agents to view and dispute fully automated evaluations"
    • Status: Community Feedback Requested

    Regards,



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


  • 7.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 3 days ago

    can try to use this api: 

    put  /api/v2/quality/conversations/{conversationId}/evaluations/{evaluationId}
    Update an evaluation. The quality:evaluation:edit permission allows modification of most fields, while the quality:evaluation:editScore permission allows an evaluator to change just the question scores, and the quality:evaluation:editAgentSignoff permission allows an agent to change the agent comments and sign off on the evaluation. authorizedActions is not returned for this PUT request, and is only returned for GET requests to this endpoint.


    ------------------------------
    David Betoni
    Principal PS Consultant
    ------------------------------

    Original Message


  • 8.  RE: AI scoring : Is it possible to modify an AI-generated assessment

    Posted 2 days ago

    Thanks for this sharing. 

    I tried testing by using this api, but it doesn't allow any changes.



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


Related Content