Workforce Engagement Management

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi.

One of our customers has spent quite a lot of time refining the question wording in order to get what it needs from this, but with patience and experience in adjusting the prompt, they are getting there. One issue encountered was that the AI scoring cannot differentiate between the ACD messaging and the agent's spoken words, which is impacting the AI response in some of the questions.

Heather

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hello @Heather Henderson, Thank you for your feedback. Adjusting an existing evaluation for AI Scoring does take some time with trial and error included. We published this AI Scoring best practices article a few weeks ago, hopefully you and your customers will find it useful. 

Segment based evaluations is an enhancement we are planning to release by mid 2026. You will be able to focus on an individual agent, virtual agents (bots) or the entire interactions (Customer Experience, etc).

Regards,

Hi.

One of our customers has spent quite a lot of time refining the question wording in order to get what it needs from this, but with patience and experience in adjusting the prompt, they are getting there. One issue encountered was that the AI scoring cannot differentiate between the ACD messaging and the agent's spoken words, which is impacting the AI response in some of the questions.

Heather

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi @Jose Ruiz! 

In our company we have rather strict policies for Digital and AI Ethics. Where one of the no-go rules is evalution of co-worker behavior with the use of AI. For us even to start the assessment of the feature, some shifts should be made in how scores are assigned to evaluations. 
It would be great if we could use AI scoring for general customer experience assessment without assigning a score to a single agent. Let's say we could have the scores per queue, per skill, per flow, but not in agent performance. 
Do you think something like this might come later?

Hello @Heather Henderson, Thank you for your feedback. Adjusting an existing evaluation for AI Scoring does take some time with trial and error included. We published this AI Scoring best practices article a few weeks ago, hopefully you and your customers will find it useful. 

Segment based evaluations is an enhancement we are planning to release by mid 2026. You will be able to focus on an individual agent, virtual agents (bots) or the entire interactions (Customer Experience, etc).

Regards,

Hi.

One of our customers has spent quite a lot of time refining the question wording in order to get what it needs from this, but with patience and experience in adjusting the prompt, they are getting there. One issue encountered was that the AI scoring cannot differentiate between the ACD messaging and the agent's spoken words, which is impacting the AI response in some of the questions.

Heather

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Jose - I really appreciate the expansion of documentation and support for AI scoring.  One question I had, in the best practices document, it references "Review AI scoring reports monthly to identify low-confidence questions." under continuous improvement.  Can you point me to this reporting in Genesys?   I am digging through resources, and the tool itself, and I could not find another mention of it.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Very good catch. That portion of the document is forward looking a bit, as we will be releasing in mid January a feature where you will be able to view the agreement rate per AI scoring or Evaluation Assistance question. The rate is calculated using the number of times a user changes an answer from what AI Scoring or Evaluation Assistance selected. A low agreement rate conveys that there are issues with how the question and/or help text are worded. 

Jose - I really appreciate the expansion of documentation and support for AI scoring.  One question I had, in the best practices document, it references "Review AI scoring reports monthly to identify low-confidence questions." under continuous improvement.  Can you point me to this reporting in Genesys?   I am digging through resources, and the tool itself, and I could not find another mention of it.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Very good catch. That portion of the document is forward looking a bit, as we will be releasing in mid January a feature where you will be able to view the agreement rate per AI scoring or Evaluation Assistance question. The rate is calculated using the number of times a user changes an answer from what AI Scoring or Evaluation Assistance selected. A low agreement rate conveys that there are issues with how the question and/or help text are worded. 

Jose - I really appreciate the expansion of documentation and support for AI scoring.  One question I had, in the best practices document, it references "Review AI scoring reports monthly to identify low-confidence questions." under continuous improvement.  Can you point me to this reporting in Genesys?   I am digging through resources, and the tool itself, and I could not find another mention of it.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

This is primarily a UI-related observation. The help text section is crucial for providing additional guidance (especially for cases where we want to ensure it understands what is factually correct), but the input field does not expand when lengthy guidance is included. This makes it difficult for users to review and confirm the full content.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Thank you for your feedback @Bob Hall. May I know what language/dialect is being used in your case for transcription?.

We have made considerable updates to the Native transcription quality for core dialects and will release a net new transcription model in the coming weeks. Feel free to send over more information on the issues you faced directly to me so we can review them in detail.

Regards,

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Sorry for the late reply.  English US is what we were using, we are in the financial services sector (Banking & Insurance), but when it came to scoring for quality that would have been irrelevant though did not improve with the addition of financial terminology that has been added.  The scoring was done for the basic aspects of agent interaction.  Proper greeting and closing if a specific statement was made, for example "my agent ID is 13245" the transcription service did not pick these up accurately enough to make the AI scoring reliable.  Our quality team still had manually score all of the questions due to the inaccuracy of the scoring fueled by the transcription service.  

We worked with Genesys professional services and solutions consultants but just couldn't get it to be accurate.  

Our use case was to get the simple pieces of the scoring done by the AI that would be agnostic of line of business or customer servicing, in order to speed along the scoring and allow the quality team to still score the client specific or more difficult questions.

Thank you for your feedback @Bob Hall. May I know what language/dialect is being used in your case for transcription?.

We have made considerable updates to the Native transcription quality for core dialects and will release a net new transcription model in the coming weeks. Feel free to send over more information on the issues you faced directly to me so we can review them in detail.

Regards,

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hello @Bob Hall,

Thank you for the information. We have a brand new model for our native transcription engine under limited availability. The customers that have tested it so far have very positive feedback stating that they have seen a marked transcription accuracy improvement. 

As you properly conveyed, with better transcription AI Scoring can be more accurate when answering questions. 

If you are interested in participating in the LA, feel free to reach out to @Liore Finkelstein directly

Regards,

Sorry for the late reply.  English US is what we were using, we are in the financial services sector (Banking & Insurance), but when it came to scoring for quality that would have been irrelevant though did not improve with the addition of financial terminology that has been added.  The scoring was done for the basic aspects of agent interaction.  Proper greeting and closing if a specific statement was made, for example "my agent ID is 13245" the transcription service did not pick these up accurately enough to make the AI scoring reliable.  Our quality team still had manually score all of the questions due to the inaccuracy of the scoring fueled by the transcription service.  

We worked with Genesys professional services and solutions consultants but just couldn't get it to be accurate.  

Our use case was to get the simple pieces of the scoring done by the AI that would be agnostic of line of business or customer servicing, in order to speed along the scoring and allow the quality team to still score the client specific or more difficult questions.

Thank you for your feedback @Bob Hall. May I know what language/dialect is being used in your case for transcription?.

We have made considerable updates to the Native transcription quality for core dialects and will release a net new transcription model in the coming weeks. Feel free to send over more information on the issues you faced directly to me so we can review them in detail.

Regards,

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

I think its pretty good, we have tested it on a few of our calls and it seems to be pretty accurate.  we have multiple languages we support and I havent tested it on any other than English so far.  tuning the AI "agent" to get what you need makes big improvements but out of the box with some simple questions also seems to work fairly well

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

I think its pretty good, we have tested it on a few of our calls and it seems to be pretty accurate.  we have multiple languages we support and I havent tested it on any other than English so far.  tuning the AI "agent" to get what you need makes big improvements but out of the box with some simple questions also seems to work fairly well

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

AI Scoring is great, but we need to be able to have more than 3 answers.  Most clients are looking to have 5 or 6 answers for many of their questions.  Also, there needs to be a way to provide prompts for each of the answers, especially when all you have is something like all the time, sometimes, not at all.  The other example for yes or no to actually define what is required for a yes or no.  

The other think is the time - most clients complain about the amount of time to score if over about 3 questions.  

I believe many question when the charge happens - when it scores or when evaluation is submitted.  This needs better clarification in the Resource Center.

The Best Practice Guide is great, but I had to write a more comprehensive, yet easier-to-understand guide for our clients

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

The AI form was not able to provide scores or did not work well with the attributes on our current monitoring forms. Currently these attributes can be open-ended, and scoring is not always straightforward. There is a bruise vs broken mindset. We rely on scoring alignment documents for each LOB to guide QAs, Team Leads, and People leaders in determining what qualifies as a Yes, No, or NA. We are interested in a way to score interactions with qualitative scaled scoring rather than just quantitative(Y/N) scoring.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

The AI form was not able to provide scores or did not work well with the attributes on our current monitoring forms. Currently these attributes can be open-ended, and scoring is not always straightforward. There is a bruise vs broken mindset. We rely on scoring alignment documents for each LOB to guide QAs, Team Leads, and People leaders in determining what qualifies as a Yes, No, or NA. We are interested in a way to score interactions with qualitative scaled scoring rather than just quantitative(Y/N) scoring.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

We've been using Virtual Supervisor (AI Scoring) in a large retail operation in Brazil, and the impact on our Quality Management process has been very significant.

Before AI Scoring, the entire quality process was fully manual and fragmented. Customer interactions happened in one platform, while quality evaluations were performed in another, with no native integration between them. This resulted in high operational effort, limited scalability, and long evaluation times.

With the introduction of Genesys Quality Management, Policies, and AI Scoring, we were able to redesign the end-to-end process and achieve substantial gains:

• Scale quality evaluations from ~2,000 forms/month to over 15,000 forms/month, without increasing operational cost

• Reduce the number of quality analysts from ~30 to ~15, while significantly expanding evaluation coverage

• Use Genesys policies to automatically distribute evaluation forms, ensuring consistent and unbiased sampling

• Leverage AI Scoring to pre-fill and score form questions, accelerating the evaluation process

• Use AI Insights to quickly understand the interaction context, highlights, and opportunities for improvement

Even when human review and validation were still required, the efficiency gains were very expressive:

• The average evaluation time dropped from ~18m30s per form to ~4m30s, enabling the quality process to keep up with the actual volume of interactions being handled by the operation

From a performance and management perspective, AI Scoring became a strong enabler for:

• Faster and more frequent feedback cycles for agents

• Greater consistency and standardization across evaluations, reducing subjectivity

• A shift in the QA team's role from manual scoring to calibration, coaching, and quality strategy

There were also important learnings and challenges along the way:

• Evaluation form design is critical. Clear, objective questions are essential for good AI Scoring accuracy.

• Initial calibration and continuous tuning are mandatory, especially during the early stages.

• Change management plays a big role: positioning AI Scoring as an accelerator for quality teams, not a replacement, was key for adoption.

Overall, Virtual Supervisor enabled a transition from a manual, sample-based quality model to a scalable, integrated, and data-driven quality strategy, which would not be feasible with traditional processes alone.

We're looking forward to reviewing the AI Scoring Best Practices Guide and continuing to evolve this model as the product matures.

Happy to exchange experiences with others who are also scaling AI Scoring in high-volume environments.

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!

Hi everyone,

The Virtual Supervisor (AI Scoring) feature has now been available in Genesys Cloud for several months, and we'd love to hear from you!

We're looking to understand how this capability has impacted your organization - what benefits have you seen so far, and how has it influenced your quality management or performance processes?

At the same time, we'd like to know about any barriers or challenges that have limited your use or expansion of the feature.

To help you get the most out of Virtual Supervisor, we've also just launched a new AI Scoring Best Practices Guide. This resource shares recommendations and practical tips for optimizing AI scoring accuracy, aligning it with your evaluation forms, and driving better agent performance outcomes. We encourage you to review it and share your feedback or additional insights from your own experience.

Your input will help us identify opportunities to improve the experience and guide future enhancements.

Looking forward to hearing your thoughts - both the wins and the pain points!