Automated agent scoring in Speech and Text Analytics Programs

In this video , we talk about how administrators can now configure automated agent scoring within speech and text analytics programs to evaluate customer interactions at scale using Genesys Virtual Supervisor’s AI-powered capabilities. This feature helps to ensure consistent, high-coverage insights into agent performance by leveraging AI to score up to 100% of interactions across key areas such as compliance, sales effectiveness, and customer satisfaction. By reducing manual workload and providing timely, reliable evaluations, supervisors can more easily identify coaching opportunities and support agent development.

Release Notes - https://help.genesys.cloud/release-notes/genesys-cloud/february-2-2026/

Видео Automated agent scoring in Speech and Text Analytics Programs канала TAM Studios