Genesys Cloud (formerly PureCloud)

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Creating Policies for Quality Evaluations

  • 1.  Creating Policies for Quality Evaluations

    Posted 28 days ago
    Can anyone point me in the right direction here... We are trying to set up policies for automatically assigning interactions for quality evaluations. When I go to select the agents that I want in the policy, even though they are set up in the system and they have interactions created, many of them are not showing up in the dropdown to be selected. The same is happening for selecting the evaluator - I have people set up with the permissions to be quality evaluators, and most of them are not showing up in the dropdown to select for assigning the interactions to. Help please!
    #AskMeAnything(AMA)
    #PlatformAdministration
    #QualityManagement
    #SystemAdministration
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions
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  • 2.  RE: Creating Policies for Quality Evaluations

    Posted 19 days ago
    Hi @Amber Krueger​​

    I can't say I know what the criteria is for people appearing in the dropdown (would be great if someone could expand) but if you try typing the name in the box it should find the person, even if they're not in the dropdown list

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    Craig Farley
    IP Integration
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  • 3.  RE: Creating Policies for Quality Evaluations

    Posted 19 days ago
    Thank you! I did figure that out, but still don't know why people aren't appearing in the dropdown. Weird.

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    Amber Krueger
    Ultimus Fund Solutions
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  • 4.  RE: Creating Policies for Quality Evaluations

    GENESYS
    Posted 19 days ago
    Are you using multiple Divisions (in addition to Home)?



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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