Agent evaluations
The Agent Evaluations dashboard provides supervisors, quality managers, and analysts with a detailed, easy-to-use view of agent evaluation data within Genesys Cloud CX.
With this new dashboard, you can go beyond basic aggregate reporting to access form, section, question, and answer-level insights. This ability enables better identification of skill gaps, trends, and improvement opportunities across agent populations, without the need to drill down into each evaluation.
Access the Agent Evaluations dashboard
To view and manage calibration evaluation data:
- Click Admin.
- Under Quality, click Agent Evaluations. The Agent Evaluations dashboard appears.
- Click Menu > Conversational Intelligence > Quality Management > Evaluation Forms.
- Click Agent Evaluation. The Agent Evaluations dashboard appears.
Dashboard overview
The Agent Evaluations dashboard displays evaluator activity and results for the selected time frame, including these metrics:
- Summary of evaluations by agent
- Total evaluations completed
- Average evaluation scores
- Filters for customized reporting
This comprehensive view helps you track evaluation activity and results for the selected time period.
Key columns and descriptions
| Column | Description |
|---|---|
| Agent | The name of the agent that corresponds to that row’s data. |
| # of evaluations | The total number of evaluations submitted for that agent. |
| Average Score | The average score across all submitted evaluations for that agent. |
Date range filter
You can refine the Agent Evaluations dashboard to show data for a specific time period.
- From the upper right corner of the dashboard, click Calendar .
- Select your preferred date range (for example, June 1–30, 2025). The dashboard automatically updates to show only evaluations within that time frame.
Other filters
Genesys Cloud CX also provides extra filtering options to help you narrow results:
- Filter by user – View evaluation data for specific individuals.
- Filter by workteam – Focus on teams for targeted performance analysis.
- Filter by group – Analyze performance at the group level to identify broader trends.
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