Hey was wondering if you can help.
Is there a way of for somebody to edit somebody elses completed call evaluation.
E.g our quality team need to amend a team leaders score?
Thanks
------------------------------
Nitin Jadva - Product Manager
Utility Warehouse Ltd
------------------------------
Original Message:
Sent: 01-25-2022 22:54
From: Robert Wakefield-Carl
Subject: Evaluations
Almost every section of the resource center has information like this.
https://help.mypurecloud.com/articles/assign-new-evaluation/
- Quality Administrator default role
- Genesys Cloud Supervisor default role or Analytics > Conversation Detail > View assigned to any user role
https://help.mypurecloud.com/articles/evaluate-interaction/
- Quality Administrator or Quality Evaluator role
https://help.mypurecloud.com/articles/my-evaluations-view/
- Analytics > Conversation Aggregate > View
- Quality > Evaluation > View
- To activate and deactivate queues: Routing > Queue > Join
- To export view data: Analytics > Data Export > All
https://help.mypurecloud.com/articles/access-evaluations/
To view released evaluations as an agent, the following permissions are required:
- Analytics > Conversation Aggregate > View
- Quality > Evaluation > Edit Agent Sign-off
- Quality > Evaluation > View
To view assigned evaluations as a quality evaluator, one of the following permissions is required:
- Quality > Evaluation > Edit or Quality > Evaluation > Edit Score
In the permissions under Evaluation: https://help.mypurecloud.com/articles/products-roles-and-permissions-list/
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-24-2022 12:46
From: Robert Dinkins
Subject: Evaluations
Hello Community,
I'm looking for advice on how everyone manages their call evaluations. Currently, my organization ask me to create a evaluation form to evaluate and score user's call interactions. Form has been established, but I need assistance with extending the correct roles so agents can view their evaluated calls. What role/permissions to I grant for user's to view evaluated calls only. They will not be responsible for evaluating calls; only need access to view only. Also, can form I recently created be downloaded?
#QualityManagement
------------------------------
Robert Dinkins
Kennametal Inc.
------------------------------