What a minute, are we saying that agents would not be able to use the quality assurance evaluation comments sections for each question to review the reasoning for the scoring decision? We use the question comments section for each negatively scored question to explain the reasoning for the scoring, provide the links and sources of published policies, procedures and job aides the agent needs to review about the item and to provide direction for what the agent should do next time in a similar situation. It is vital that the agent be able to see and review the question comments. I get blocking the evaluation "Private Comments" box as that is intended only for evaluators and supervisors, but potentially blocking the agents from viewing the question outcome reasoning seems unreasonable. This is where we put our specific coaching comments from QA for the agent's supervisor to review with the agent.
On a related note, from viewing a recently released Genesys demo on AI scoring, it seems that any edit to an AI scored question's comments field is interpreted by the system as an incorrect AI response and scoring outcome. If this is true, when we update the AI's question outcome comments to provide additional details and direction for how to handle similar issues in the future, this would potentially cause the AI system to think it had scored a question incorrectly when that might not really be the case. There should be a different method to indicate that the AI scoring was accurate or inaccurate, such as a thumbs up, down or partially right that does not include reviewing the edits to the question's comments section.
I would be interested in knowing what Genesys and other organization's understanding of these issue are.
Thanks,
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James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.orgAnchorage, AK
United States
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Original Message:
Sent: 04-15-2025 09:30
From: Chakrit Nimmanant
Subject: AI suggestions - can the agent see them?
Hello Vikki,
Only a user who has the Quality > Evaluation > View Sensitive Data permission can see the AI response.
By design, agents should not be assigned with that permission so the agents should not get to see the AI response.
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Chakrit Nimmanant
Senior Manager, Development
Original Message:
Sent: 04-11-2025 17:13
From: Vikki Papesh
Subject: AI suggestions - can the agent see them?
When using the new AI Evaluation assistant, quality staffers without the new Quality > Evaluation > View Sensitive Data permission cannot see the AI responses.
Can the agents see the AI responses when they view their own evaluations?
We're just getting started with this, and haven't released any to agents yet for feedback.
#QualityManagement
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Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
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