Workforce Engagement Management

Hi Madicken

I found this article on the resource center regarding  AI scoring reports, hope this helps - https://help.genesys.cloud/faqs/will-reports-include-auto-complete-evaluation-data/

Regards

Thanks! Just waiting a little longer then :)

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Madicken Braaksma
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Hi Madicken,

I've run into a very similar limitation while working with AI Scoring.

From what I've seen, fully automated AI-scored evaluations are still not reflected in the same way as traditional evaluator scores in the agent evaluation reporting experience. This makes it difficult to create a consolidated view that includes both AI scores and human evaluator scores.

I believe this is part of a broader gap in the current fully automated evaluation process. Today, agents do not have the same level of visibility, notification, or dispute/contestation options that they would normally have with standard quality evaluations.

I created an idea related to this topic here:

Allow agents to view and dispute fully automated evaluations

The idea is mainly focused on agent visibility and dispute workflow, but it also connects to the same broader need: making AI Scoring more transparent, actionable, and better integrated into quality processes.

It would be great to see more native reporting and evaluation visibility options that allow organizations to use AI Scoring not only at scale, but also in a way that supports agent development, coaching, and trust in the process.

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Madicken Braaksma

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