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Permission to view score evaluations for the conversation

  • 1.  Permission to view score evaluations for the conversation

    Posted 18 days ago
    Hello,

    I wanted to allow the agents to view the score evaluations for the conversation they have from the customer. But when the Manager sends the conversation to them she gets an error as the representative does have permission to view the score evaluation I tried giving them all the access to view the evaluation with all these permissions
    • Analytics > Conversation Detail > View
    • Conversation > Communication > View
    • Quality > Evaluation > All

     Prerequisites

    • Quality Administrator or Quality Evaluator role

    But even tho they are not able to view the score evaluations. I need assistance with this.

    Thanks
    #QualityManagement

    ------------------------------
    Mohammed Saifulla
    Groupone Health Source, Inc.
    ------------------------------


  • 2.  RE: Permission to view score evaluations for the conversation

    Top 25 Contributor
    Posted 18 days ago
    Hi Mohammed,

    Agents should have the required permissions by having the default PureCloud User role.

    Are they looking under My Performance > Evaluations or somewhere else?

    Can you post some screenshots of what the Supervisor is doing and receiving the error for and where the agent is trying to view their evaluations?


    Thanks,


    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Permission to view score evaluations for the conversation

    Posted 17 days ago
    Hello Daniel


    Here is the screenshot where the supervisor is trying to send the conversation to agents & she receives this error.



    ------------------------------
    Mohammed Saifulla
    Groupone Health Source, Inc.
    ------------------------------



  • 4.  RE: Permission to view score evaluations for the conversation

    Top 25 Contributor
    Posted 17 days ago
    Hi Mohammed,

    The screenshot shows the supervisor trying to assign the agent as the evaluator. The agent should not be evaluating themselves. The supervisor can use this view to assign the evaluation to another supervisor if they will not be performing the evaluation themselves.

    If the Supervisor has already performed an evaluation, then the agent should just be viewing it under Performance > My Performance > Evaluations Tab.

    If you are actually intending for agents to evaluate themselves, please clarify and I will see if I can help.

    Thanks,


    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 5.  RE: Permission to view score evaluations for the conversation

    Posted 17 days ago
    Hello Daniel

    Yes, The supervisor is intending for the agents to evaluate themselves. 

    ------------------------------
    Mohammed Saifulla
    Groupone Health Source, Inc.
    ------------------------------



  • 6.  RE: Permission to view score evaluations for the conversation

    Posted 15 days ago
    Hey Daniel

    Is there a way out since yes, The supervisor is intending for the agents to evaluate themselves. 

    ------------------------------
    Mohammed Saifulla
    Groupone Health Source, Inc.
    ------------------------------



  • 7.  RE: Permission to view score evaluations for the conversation

    Top 25 Contributor
    Posted 14 days ago
    Hi Mohammed,

    I thought this might just be an issue with assigning the same agent as the agent to be evaluated and as the evaluator, but I was able to do so after just assigning the agent the Quality Evaluator role. I was getting the same error your supervisor was before assigning this role to the agent. You said you already did this, so I am not sure what to tell you.

    You may be able to find out more about the error by opening the dev console and reviewing the console and network logs. Other than that, I would say open a ticket and ask support for help.


    Thanks,


    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------