Genesys Cloud - Main

In this video @Christopher Visick talks about the new feature within Quality Evaluations whereby we can now enable per question focus setting and agent-level targeting for automated scoring in quality evaluations

Administrators can now configure automated evaluation questions to focus on either the evaluated agent or the full interaction, and can target specific agents in rules for automated scoring. This enhancement helps improve the accuracy and fairness of automated evaluations, including AI Scoring and Evaluation Assistance, especially in multi-agent or IVR-heavy interactions by ensuring that only relevant transcript segments are considered for each agent. These new options are available in the evaluation form and rule configuration settings.

Release Notes: https://help.genesys.cloud/release-notes/genesys-cloud/may-25-2026

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