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? 

    Robert Dinkins
    Kennametal Inc.

  • 2.  RE: Evaluations

    Top 25 Contributor
    Posted 01-25-2022 22:54
    Almost every section of the resource center has information like this.
    • Quality Administrator default role
    • Genesys Cloud Supervisor default role or Analytics > Conversation Detail > View assigned to any user role
    • Quality Administrator or Quality Evaluator role
    • Analytics > Conversation Aggregate > View
    • Quality Evaluation View
    • To activate and deactivate queues: Routing > Queue Join
    • To export view data: Analytics Data Export All

    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:

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Evaluations

    Posted 10-25-2022 09:35
    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?


    Nitin Jadva - Product Manager
    Utility Warehouse Ltd

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