AI Scoring FAQs

Publisher

Genesys

URL

https://help.genesys.cloud/faqs/category/ai-scoring/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Genesys proprietary documentation; no-redistribution; short excerpts and locators only

Source notes citing this source

• An AI Scoring charge is incurred whenever a form with at least one AI-Scoring-enabled question is used to evaluate an interaction, but not when the evaluation-level AI request errors. in context
• AI scoring is limited to 50 evaluations per agent per day, which customer care can raise to 100 or 200 on request. in context
• AI Scoring matches the model's response to answer options by exact text, so inconsistent accents or special characters in answer labels cause mismatches. in context
• Using AI Scoring on calls requires the interactions to be transcribed with Speech and Text Analytics. in context
• The AI Scoring FAQ says agreement-score testing needs at least 20 interactions and shows 80 to 100 percent agreement as green. disputed in context
• Quality policies do not support Agent Auto-Complete evaluations; they are generated by agent scoring rules, the Evaluations API or ad hoc. in context
• Auto-complete evaluation data is not currently included in Quality Management reports. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). AI Scoring FAQs. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-ai-scoring-faqs

BibTeX

@misc{warmtransfer-genesys-help-ai-scoring-faqs,
  title  = {AI Scoring FAQs},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-ai-scoring-faqs},
  note   = {Genesys, accessed 2026-10-02}
}