Hi everyone.
I have 2 questions/problems related to quality management, when an agent review a released evaluation.
1) When an agent review his/her evaluation results he/she can add comments on "[Agent comments]" and check a flag "I have reviewed this evaluation".
However, when the agent clicks "Save" he/she got a notification saying "The request to save the agent response failed".
Can it be related to a permission which is not assigned to the agent role?
2) When an agent review his/her results he/she can listen to the interaction's audio as well as see the interaction's screen recording.
For this, I assigned the permissions to view the screen recording as presented on
View a screen recording - PureCloud Resource Center to agent's role.
However when the agent clicks on "View Screen Recording" he/she is redirected to "Schedule" tab of "My Schedule".
Is there any additional permissions beyond those presented on
View a screen recording - PureCloud Resource Center ?
Thank you in advance.
Best regards,
Ana Laia
#QualityManagement------------------------------
Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
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