I am currently working to ensure our Genesys Cloud environment meets WCAG 2.1 AA standards for our internal staff. We have a visually impaired Quality Management supervisor who needs to utilize the standard ‘Evaluation’ forms. However, the ‘Question Group’ headers and the radio buttons for scores are not being announced correctly by their JAWS screen reader. It makes the form almost impossible to navigate without sight. Has anyone found a way to customize the HTML attributes of the evaluation forms to improve aria-label support, or is there a specific ‘High Accessibility’ mode for the QM workspace?
Good afternoon. I do a lot of work with custom widget development and I can tell you that the standard Evaluation workspace is a monolithic React component that does not allow for deep HTML attribute customization. It is a significant hurdle for accessibility compliance. To solve this for our visually impaired supervisors, we had to build a ‘Custom Evaluation Widget’ using the Platform API. We pull the evaluation form schema, render it in a fully accessible HTML5 container within a custom tab, and then push the results back via the API. It ensures 100% WCAG compliance because you have total control over the DOM and ARIA roles.
Hello. I usually handle the email templates, but I’ve been helping with some of our internal training materials. While building an accessible evaluation widget is the ‘gold standard’, you can make some immediate improvements by simplifying your evaluation forms. Avoid using complex ‘Scoring Rules’ that trigger dynamic UI changes, as these are the hardest parts for screen readers to track. Using a simple 1-5 scale with clearly labeled text for each score (instead of just numbers) also helps the screen reader announce the context more effectively. It is a good interim step while the technical team looks into the custom widget approach!