Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

Question breakdown

Tests

Locate quality management evaluation reporting views

Difficulty

Medium

Key idea: Genesys Cloud groups evaluation scores, evaluation activity, and calibration activity in the Evaluations area under the Performance overview, not under Admin.

How to reach the answer

1. The question asks where you view evaluation scores and evaluation and calibration activity in real time, which is a reporting task.
2. Reporting and monitoring views are under the Performance menu, while Admin menus hold configuration.
3. Within Performance, the Evaluations section of the Overview shows evaluation score and calibration data together.
4. Generic Workspace dashboards are user-built collections of widgets, not the purpose-built evaluation views, so B is the answer.

Each option

• AIncorrect. Workspace dashboards are customizable widget collections and are not the dedicated location for evaluation and calibration activity.
• BCorrect. The Evaluations view under Performance > Overview shows evaluation scores, evaluation activity, and calibration activity.
• CIncorrect. Admin > Contact Center holds configuration objects such as queues and wrap-up codes, not evaluation analytics.
• DIncorrect. Admin > Quality is where you build evaluation forms and policies, not where you monitor the resulting scores and activity.

Common trap: Admin > Quality sounds right because evaluations belong to quality management, but that menu configures forms and policies rather than reporting on results.

In practice: QA leads open the evaluation views to track pending and completed evaluations and to compare calibration results between evaluators.

Remember: Configure quality under Admin > Quality and view evaluation and calibration results under Performance.

Drafted with AI assistance and checked against the answer key.