Genesys Cloud - Main

Is there a way to automate the agent evaluation process, particularly for assessing how well agents document information during customer interactions? From what I understand, current AI-based evaluation systems are limited in this area, as they cannot reliably answer documentation-related questions based on screen recordings.

#ConversationalAI(Bots,AgentAssist,etc.)
#QualityManagement
#Roadmap/NewFeatures

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Prasoon Pandey
NA
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Hi Prasoon, 

As far as I know, AI tools like Genesys Cloud focus more on analyzing the interaction itself and can't fully evaluate documentation quality from screen recordings. However, notes or CRM entries can be compared with the call content to automate part of the process. Usually, combining this with human review gives the best results.

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Mahyar Ghanbari
Workforce Planning and Reporting Analyst
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The short answer is that the Auto Scoring feature only looks at the conversation transcript to score the questions in the evaluation.

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