Hello. I am currently helping a client migrate their quality management processes from Zendesk to Genesys Cloud. In their old system, they had a script that automatically assigned a specific evaluation form to an interaction based on the customer’s language and the queue name. I am looking at the Genesys Cloud Quality API, but I only see endpoints to create an evaluation, not to assign a form template to a conversation so that it appears in the supervisor’s inbox automatically. How can I replicate this automated form assignment workflow using the Genesys Cloud APIs?
This is a major pain point for me as well. in PureConnect we could do this easily with handlers. In Genesys Cloud, you cannot just “assign” a form to a conversation without actually starting the evaluation process. The /api/v2/quality/conversations/{conversationId}/evaluations endpoint creates the evaluation in a “Pending” state, which puts it in the evaluator’s inbox. But you have to know the specific evaluatorId and formId when you make the API call. It is not as dynamic as the old systems!
Hey folks! I was trying to figure this out last week! To add to what As noted above, you do not actually need to use the API for this if the logic is simple enough! Genesys Cloud has “Evaluation Policies” in the Quality Management admin menu. You can create a policy that says: if the queue is “Spanish Support” and the wrap-up code is “Sales”, automatically assign the “Spanish Sales Form” to the interaction and route it to a specific quality group. It handles the whole assignment piece without any code!
Hello everyone. I have been looking at how Agent Assist interacts with Quality Management. The point above is correct about the native policies, but they are limited. If you have complex logic (like assigning a form based on a specific sentiment score or a keyword detected by the bot), you must use the API. You can set up an EventBridge trigger for the conversation end event, run your complex logic in a Lambda function, and then use the API endpoint As noted above to create the pending evaluation. It is the only way to get true programmatic control over the QA process!