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Jose Ruiz

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Introducing Custom Vocabulary Control for Genesys Extended (EVTS) Transcription (API-Based)

Posted By Jose Ruiz 03-19-2026 10:05
Found In Egroup: Genesys Cloud - Main \ view thread
We're excited to introduce a powerful new capability that gives you more control over how your transcripts look and perform-managing custom dictionary terms for the Genesys Extended (EVTS) transcription engine via API. What is this feature? This feature allows you to create and manage custom ...

Introducing Custom Vocabulary Control for Genesys Extended (EVTS) Transcription (API-Based)

Posted By Jose Ruiz 03-19-2026 10:04
Found In Egroup: Workforce Engagement Management \ view thread
We're excited to introduce a powerful new capability that gives you more control over how your transcripts look and perform-managing custom dictionary terms for the Genesys Extended (EVTS) transcription engine via API. What is this feature? This feature allows you to create and manage custom ...

RE: Automatic submission of completed AI evaluations

Posted By Jose Ruiz 03-11-2026 15:35
Found In Egroup: Workforce Engagement Management \ view thread
Hello Jake, The evaluations are created as new interactions for the Program where the rule is hosted are received. Please let me know if you still don't see evaluations being generated and we can take a deeper look. Regards, ------------------------------ Jose Ruiz Genesys - Employees Product ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Jose Ruiz 03-11-2026 15:31
Found In Egroup: Workforce Engagement Management \ view thread
@Michael Ball segment based scoring will be released the week of April 20, 2026. Regards, ------------------------------ Jose Ruiz Genesys - Employees Product Manager jose.ruiz@genesys.com ------------------------------

RE: Now available: Quality Evaluation Question-level APIs

Posted By Jose Ruiz 02-17-2026 14:30
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Benjamin Wyant, Thank you for your feedback. @Hari Dasaratharaman can give you a better response on plans to add reporting using the last modification endpoint. With that said, have you created or voted for an idea that clearly states the business use case for product to review?. If not, ...

How to report on automated evaluations via API

Posted By Jose Ruiz 02-12-2026 18:35
Found In Egroup: Workforce Engagement Management \ view thread
Hello, You can use the /api/v2/quality/evaluations/search API to report on evaluation data at scale - including automated evaluations. By adding "systemSubmitted": true to your request, you can filter results to include only evaluations submitted by the system (Virtual Supervisor). This approach ...

RE: Automatic submission of completed AI evaluations

Posted By Jose Ruiz 02-12-2026 01:16
Found In Egroup: Workforce Engagement Management \ view thread
Hello Martin, We are working on adding Agent Auto-Evaluation data to existing Quality Analytics Workspace views. We are aiming for the last week of March. Regards, ------------------------------ Jose Ruiz Genesys - Employees Product Manager jose.ruiz@genesys.com --------------------------- ...

RE: New Agreement Rate In QA Forms

Posted By Jose Ruiz 02-11-2026 16:10
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Mateus Nunes, @Neil Draycott, @Jérémy LE MORVAN, The following are the requirements to generate the form and question level agreement scores: Complete at least 25 ad-hoc evaluations (+ Create an evaluation option when reviewing an interaction) using an Agent Auto-Evaluation form type. ...

RE: AI Scoring Evaluation

Posted By Jose Ruiz 02-11-2026 15:57
Found In Egroup: Workforce Engagement Management \ view thread
Hello Sarah, Thank you for posting your question. I am the AI Scoring Product Manager. Keep in mind that AI Scoring currently ONLY takes into account the interaction transcript to answer questions. If there is enough evidence in the transcript to answer a question, it will do so, while providing ...

RE: Now available: Quality Evaluation Question-level APIs

Posted By Jose Ruiz 01-23-2026 12:59
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Jérémy LE MORVAN, Hello Richard, The endpoint is: /api/v2/quality/evaluations/search The updated API Explorer link is: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-quality-evaluations-search Regards, ------------------------------ Jose Ruiz Genesys - Employees ...

RE: Now available: Quality Evaluation Question-level APIs

Posted By Jose Ruiz 01-23-2026 12:57
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Heather Henderson, Hello Richard, The endpoint is: /api/v2/quality/evaluations/search The updated API Explorer link is: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-quality-evaluations-search Regards, ------------------------------ Jose Ruiz Genesys - Employees ...

RE: Now available: Quality Evaluation Question-level APIs

Posted By Jose Ruiz 01-23-2026 12:54
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Richard Chandler The endpoint is: /api/v2/quality/evaluations/search The updated API Explorer link is: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-quality-evaluations-search Regards, ------------------------------ Jose Ruiz Genesys - Employees Product Manager ...

Now available: Quality Evaluation Question-level APIs

Posted By Jose Ruiz 01-21-2026 11:19
Found In Egroup: Workforce Engagement Management \ view thread
You can now access form, question group, question, and answer-level evaluation data for completed Quality evaluations programmatically through Genesys Cloud. These new capabilities extend beyond aggregating form scores and unlock deep visibility into how evaluations perform at every level-helping Quality ...

RE: New Virtual Supervisor Automated Evaluation features that automates evaluation generation and expands evaluation limits

Posted By Jose Ruiz 01-08-2026 10:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Hugo Reboucas, Yes, the ability to create an Agent Auto-Complete rule that will generate evaluations will be available in the UI as part of Programs. It is scheduled to be released in early February. Regards, ------------------------------ Jose Ruiz Genesys - Employees Product Manager ...

RE: New Virtual Supervisor Automated Evaluation features that automates evaluation generation and expands evaluation limits

Posted By Jose Ruiz 01-08-2026 10:08
Found In Egroup: Genesys Cloud - Main \ view thread
@Mateus Nunes, There was a hiccup getting the API documentation published before the holidays. It should be available in the Developer Center / API Explorer by late next week. Regards, ------------------------------ Jose Ruiz Genesys - Employees Product Manager jose.ruiz@genesys.com -- ...

RE: New Virtual Supervisor Automated Evaluation features that automates evaluation generation and expands evaluation limits

Posted By Jose Ruiz 01-06-2026 12:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Anish Sharma The percentage sampling is done on an ongoing basis - Let's say you set it at 25%, the sampling will work so that every matched interaction has a 25% chance to have an evaluation generated for it. Until a limit is reached. We still have the 50 evaluations per agent per ...

RE: The number of questions supported by AI scoring

Posted By Jose Ruiz 01-06-2026 11:49
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Heather Henderson, Yes, we are planning to gradually increase the number of allowed AI Scoring questions per evaluation form. An increase to the limit to 50 AI Scoring questions per form is slated to GA in early Q2. Regards, ------------------------------ Jose Ruiz Genesys ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Jose Ruiz 12-12-2025 18:34
Found In Egroup: Workforce Engagement Management \ view thread
Hello @Mateus Nunes Thank you so much for sharing this thoughtful and detailed post - your success story is incredibly insightful and a fantastic example of the impact AI Scoring can have in a high-volume operation. The scale and efficiency gains you've achieved in your quality process are truly ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Jose Ruiz 12-09-2025 18:40
Found In Egroup: Workforce Engagement Management \ view thread
Hello Jon, I would appreciate if I can review your form to see how it can best utilize the automated scoring options we have available. Feel free to reach out directly to me. Regards, ------------------------------ Jose Ruiz Genesys - Employees Product Manager jose.ruiz@genesys.com ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Jose Ruiz 12-09-2025 18:38
Found In Egroup: Workforce Engagement Management \ view thread
Thank you for your feedback @Andy Jackson! ------------------------------ Jose Ruiz Genesys - Employees Product Manager jose.ruiz@genesys.com ------------------------------