Hi Caitlyn
-
I've never done it, but I do believe it's possible.
-
There's no native "email on evaluation submitted" toggle out of the box, but the combination of Process Automation Triggers + Architect Workflow + Send Notification gets you exactly there.
-
Here's how it works:
Step 1 - Create a Trigger on evaluation state change
Genesys Cloud supports triggering Process Automation from any Evaluation State Change Genesys, so you can fire a workflow the moment an evaluation is submitted/completed for an agent.
-
Step 2 - Build an Architect Workflow with Send Notification
The Send Notification action in Architect workflows can notify Genesys Cloud users automatically - and the documentation specifically calls out using it to notify agents when an evaluation has been completed or released. Genesys
The action supports email with configurable subject line and body, so you can include context like the agent's name and a prompt to review their evaluation.
-
-
-
In this example, I used my own username directly, in your case, you should use an expression and retrieve the username to send the notification.
-
Step 3 - Wire it together
Triggers have a topic name for the event, a workflow target as the action, and conditions that determine when to invoke the workflow - and when a trigger invokes a workflow, it begins instantly or according to a configured time delay. Genesys You can also add conditions to filter, for example only triggering for specific queues or evaluation forms...etc
-
Will it work? I don't know, I'm 90% sure it will... but the idea is good haha
-
Just a quick note so I don't have to adjust the text above haha...
The Workflow needs to be created BEFORE the trigger, ok.
------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------
Original Message:
Sent: 04-23-2026 13:00
From: Caitlyn Petrousek
Subject: Evaluation Alerts
Hi there,
Currently, our agents are receiving their evaluation scores in their inbox through Genesys Cloud. I have noticed a dip in them reviewing their evaluations. We have created trainings teaching them best practice, but I'm wondering if it's possible to set up an alert so they also receive an email once an evaluation has been completed and submitted for them to review. Is this possible?
#Other
------------------------------
Caitlyn Petrousek
Other
------------------------------