Genesys Cloud CX

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  • 1.  Evaluations

    Posted 01-24-2022 12:47
    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

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    Robert Dinkins
    Kennametal Inc.
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  • 2.  RE: Evaluations

    Posted 01-25-2022 22:54
    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/





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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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