Education is excited to announce a new 10-course Supervisor AI for Quality Management Quick Learning series, now available in Genesys Education!
Supervisor AI is transforming how organizations evaluate customer interactions, enabling quality teams to increase evaluation coverage, improve consistency, and spend more time coaching instead of manually scoring interactions.
As organizations adopt AI to support quality management, it's more important than ever to understand not just what Supervisor AI can do, but how to configure, evaluate, and optimize it for accurate, consistent results.
These free, self-paced courses guide administrators, managers, and supervisors through the core capabilities of Supervisor AI, including AI Scoring, Evaluation Assistance, automated evaluations, agreement rate, AI Insights, and best practices for designing AI-ready evaluation forms. Whether you're just getting started or looking to improve your existing AI-supported quality program, this series provides practical guidance you can apply in Genesys Cloud.
Best of all, these courses are available at no cost with a free Genesys Education subscription.
Courses in the series
Understanding Supervisor AI for Quality Management
Learn how Supervisor AI fits into the quality management process, how it works with Speech and Text Analytics and Quality Management, and the key factors that influence AI-supported evaluation accuracy.
AI Scoring–How It Works
Discover how AI Scoring evaluates interactions, understand the inputs it uses, interpret reasoning and confidence levels, and learn best practices for improving scoring accuracy.
Building Evaluation Forms for AI Scoring
Learn how to create and configure evaluation forms that support accurate, consistent AI Scoring, including question groups, question types, scoring, and answer options.
Designing Evaluation Questions for AI Scoring
Explore how to write clear, observable, transcript-based evaluation questions, define effective answer options and help text, and avoid common question design mistakes.
Evaluating an Interaction Using AI Scoring
Follow the end-to-end process of reviewing AI-generated answers, validating results, making updates when needed, and completing an AI-assisted evaluation.
Evaluating an Interaction Using Evaluation Assistance
Learn how Evaluation Assistance supports evaluators by suggesting responses based on detected topics and behaviors, and when to use it instead of AI Scoring.
Monitoring Accuracy in Evaluations
Understand how agreement rate measures alignment between AI and human evaluators, identify opportunities for improvement, and refine evaluation forms for greater accuracy.
Generating Automated Evaluations Using Auto-Complete Evaluation Forms
Learn how to create Agent Auto-Complete Evaluation forms and generate automated evaluations that help scale quality management while maintaining oversight.
Scaling AI Evaluations with Scoring Rules, Programs, and APIs
Explore how scoring rules, Programs, and APIs work together to automate interaction selection and evaluation across large volumes of customer interactions.
Using AI Insights to Understand Interactions
Learn how AI Summary and AI Insights help you quickly understand customer interactions, review sentiment drivers, identify outcomes, and support more effective coaching.
We hope these quick learning courses help you confidently adopt Supervisor AI and get the most from your Quality Management workflows.
Have questions? Reach out to us at education@genesys.com or visit Genesys Orchestrators for more training resources.
#Certification
#Training
------------------------------
Melissa Talamonti-Clark
Product Manager, Genesys Education
------------------------------