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  • 1.  Excluding Virtual Agent from AI Scoring

    Posted 09-29-2025 22:32
    No replies, thread closed.

    Hi,

    I have a voice virtual agent, and when it transferred to a ACD queue and then to an agent, the AI Scoring made after seem to include the virtual agent part. I need a way to exclude it as it give false score to the agent. Even if the agent is not professional or rude, the score is good because the virtual agent is polite...

    Thanks for your help.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #QualityManagement

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    Sebastien Arpin
    Sales engineer
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  • 2.  RE: Excluding Virtual Agent from AI Scoring

    Posted 09-30-2025 14:27
    No replies, thread closed.

    Hello Sebastien,

    I don't think that we currently have a way to split out an evaluation like that. It does look like there are some similar Ideas in the Product Ideas Lab. I would recommend submitting your Idea as a new feature request.

    If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab. 

    To Access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. On the Product Ideas Lab section, click Browse and Submit Ideas.
    3. From the Product Ideas Lab, click Add a Product Idea.


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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Excluding Virtual Agent from AI Scoring

    Posted 09-30-2025 15:36
    No replies, thread closed.

    As far as I know, you would have to turn off recording during the IVA portion of the conversation...which probably causes other problems for you, I'm guessing. 



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 4.  RE: Excluding Virtual Agent from AI Scoring

    Posted 09-30-2025 15:48
    No replies, thread closed.

    Hi George,

    You are right, disabling transcription works, but cause other issues as it will be nice to see the IVA portion in the Interaction transcription. I'll add this as Idea. Thanks!



    ------------------------------
    Sebastien Arpin
    Sales engineer
    ------------------------------

    Original Message


  • 5.  RE: Excluding Virtual Agent from AI Scoring
    Best Answer

    Posted 10-01-2025 10:47
    No replies, thread closed.

    Hello Sebastien,

    We already have a segment based evaluations in our product backlog, where the evaluation will focus on the specific segment(s) of an interaction where the evaluated agent participated in. You can find the idea here: https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-398

    You can add extra guidelines to the AI scoring help text so it ignores any transcript info before the agent gets involved in the call, for example you can state that it should only considers transcript information that take place after  the agent greeting script.



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

    Original Message


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