Which Genesys Cloud CX feature evaluates an agent's performance with customers?

The feature that evaluates an agent's performance with customers is Quality Management. This capability involves the systematic assessment of interactions between agents and customers to ensure service quality and compliance with standards. Quality Management tools are designed to capture and analyze customer interactions, enabling organizations to identify strengths and weaknesses in agent performance. They often include functionalities for monitoring calls, evaluating service delivery, and providing feedback to agents, which ultimately helps in improving overall customer experience.

In contrast, Contact Center Management is more focused on the overarching operations and administration of the contact center, while the Agent Interface pertains to the tools and systems that agents use to interact with customers. Reports, Dashboards, and Views provide valuable insights into various metrics and performance indicators, but they do not specifically evaluate individual agent performance. Instead, they support analysis and decision-making at a broader level, rather than diving into qualitative assessments of agent interactions.