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  • 1.  Automatic submission of completed AI evaluations

    Posted 18 days ago

    Hello Community,

    I am currently configuring Agent Scoring using an Agent Auto-Evaluation Form within a Speech & Text Analytics Program in Genesys Cloud.

    I noticed that under the Program Assignment settings, I can assign the program to Queues and Flows, but I do not see an option to assign it directly to individual users/agents.

    My use case is to automatically score all interactions for a specific group of agents without having to assign the entire queue.

    My questions are:

    1. Is there currently a way to assign an Agent Scoring Program directly to individual users?
    2. If not, is assigning the program to the agents' queue the only supported approach?
    3. Has anyone implemented a workaround for targeting a specific subset of agents without creating a dedicated queue?

    Any guidance or best practices would be appreciated.

    Thank you!


    #AIScoring(VirtualSupervisor)

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    Hariprasad
    Full Stack Developer
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  • 2.  RE: Automatic submission of completed AI evaluations

    Posted 18 days ago

    Hi Hariprasad,

    From my understanding:

    1. There isn't currently an option to assign an Agent Scoring Program directly to individual users. Programs are assigned to queues and/or flows.

    2. You can target the relevant interactions by assigning the agents' queues to the Program. However, if multiple agents handle the same queue, this doesn't provide a way to select only a specific subset of those agents.

    3. If you specifically need to target selected agents without creating a dedicated queue, a custom API-based approach may be an option. Genesys supports creating Agent Auto-Complete evaluations through the Evaluations API, where an agent ID can be specified. You would need your own logic to identify the required interactions/agents and create the evaluations, rather than relying on the Program's Agent Scoring rules.

    Also, while Quality Policies can normally target specific users, they don't currently support Agent Auto-Complete evaluations.

    Hope this helps, and I'm sure someone in the Community who has approached this differently may be able to share their experience as well.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Automatic submission of completed AI evaluations

    Posted 17 days ago

    Hi Phaneendra

    Thank you for confirming. That matches what I'm seeing in the environment. I'll proceed with the queue-based configuration and test the AI evaluations for the targeted agents' interactions.

    Appreciate the clarification on the API-based option as well.

    Thanks, 

    Hari



    ------------------------------
    Hariprasad
    Full Stack Developer
    ------------------------------

    Original Message


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