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  • 1.  Agent Auto-Evaluation Forms | Reason for selection

    Posted 6 days ago
    Edited by Nadege Biojout 6 days ago

    Hello,

    I set up a POC to test the Agent Auto-Evaluation Forms.
    For now, we are assessing the Grid to fine-tune it before setting it all automatic.
    However, we already noticed a gap.
    The evaluated agents can't see the "Reason for selection" once they receive their evaluation. They can only see the scoring without any further explanation.
    I couldn't find directly if there was a possibility to show the "Reason for selection" to the evaluated agents.

    This would be a nice empowerment. Would you please let me know if I missed this and how to show it to our users ?

    Thank you for your help !



    versus


    #Uncategorized #AutoQM #AgentAuto-EvaluationForms 


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    Nadege Biojout
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  • 2.  RE: Agent Auto-Evaluation Forms | Reason for selection

    Posted 4 days ago
    Hi,
     
    I came across something in the documentation that might help.
     
    To view the Reason for Selection for AI Scoring, the user needs the Quality > Evaluation > View Sensitive Data permission. According to the documentation, this permission allows users to see the reasoning the AI uses to determine why the selected answer was chosen.
     
    It might be worth checking whether the agents have this permission and testing it with a user. Since it's classified as sensitive data, you may want to validate it in a test environment first.
     
    If that doesn't resolve the issue, I'd recommend opening a Customer Care case so the product team can confirm whether this is the expected behavior or if there's any limitation specific to AI Auto-Evaluation Forms.
     
    References:
     
    https://help.genesys.cloud/articles/evaluate-interaction/
     
    https://help.genesys.cloud/articles/automated-scoring-options-in-evaluation-forms/
     
    https://help.genesys.cloud/articles/quality-management-roles-permissions/


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    Raphael Poliesi
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  • 3.  RE: Agent Auto-Evaluation Forms | Reason for selection

    Posted yesterday

    Hello,

    Thank you for your answer.
    However, it still doesn't work.
    The custom role has already all of these permissions as shown below but unfortunately, evaluated agent only sees the scoring.



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    Nadege Biojout
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    Original Message


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