Genesys Cloud - Main

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

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Amber Krueger
Ultimus Fund Solutions
------------------------------

Hi Amber, 

Yes we are building this for a number of our clients on our custom evaluation reporting and dashboard application at the moment we only do comments on evaluators.

The Genesys Cloud APIs are fantastic and a good starting point but there is a lot of continuous additional development work required. We have found evaluation a very intriguing topic to work with, we have clients continuously changing and evolving our evaluation reporting and dashboard application.

- Queue, Agent, Agent score drill down
- Drill down to Agent Score under 90% with Interaction ID's
- Evaluating the Evaluator
- Evaluating the Queue
- Real time Evaluation dashboarding

Not sure if this is of any help, let me know if you want to have a look at this, I can send some screenshots to you as well as real time evaluation dashboard screenshots.

Kind Regards

------------------------------
warren beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Hi Amber, 
Was there any traction with your requests? I am new to Genesys and find the lack of notification options and reporting very frustrating.

------------------------------
Kim Leys
The City of Newcastle
------------------------------

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Kim - 
No, not to my knowledge. I don't see that any of my suggestions below have been incorporated.

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 09-28-2021 07:08
From: Kim Leys
Subject: Agent Comments on Evaluations

Hi Amber,
Was there any traction with your requests? I am new to Genesys and find the lack of notification options and reporting very frustrating.

------------------------------
Kim Leys
The City of Newcastle

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Hi Amber, 
My comment will not give you the answers to all your suggestions being in Genesys Cloud, but I do want to thank you for adding them to this community page. The Genesys APIs are really world class compared to other contact centre applications, this makes Genesys Cloud a stand out application for our team to work with. We have used the Genesys Cloud APIs and our own code and added all ideas like yours as well as our client requests for QA to our custom report application, it is really interesting to see how a global community of clients can add value to items like QA. With Genesys Cloud and ones own code one can build all business requirements, but yes one has to use the Genesys Cloud  APIs along with Genesys Cloud feature richness to achieve a  the bigger business driven solution, in my opinion.    
Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Original Message:
Sent: 09-28-2021 09:00
From: Amber Krueger
Subject: Agent Comments on Evaluations

Kim -
No, not to my knowledge. I don't see that any of my suggestions below have been incorporated.

------------------------------
Amber Krueger
Ultimus Fund Solutions

Original Message:
Sent: 09-28-2021 07:08
From: Kim Leys
Subject: Agent Comments on Evaluations

Hi Amber,
Was there any traction with your requests? I am new to Genesys and find the lack of notification options and reporting very frustrating.

------------------------------
Kim Leys
The City of Newcastle

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Hello Amber,

Thank you for providing your feedback. The agent evaluation overview view (Performance > Agents > Evaluations) drill down view (selecting an individual agent) informs which evaluations have been reviewed by an agent and/or the agent has provided comments (as shown below). 


We are in the planning stage for a set of features that will notify and provide the means for back and forth communications between evaluator and agent you are suggesting. We want to bring these and other features to fruition as part of an appeals process that would contain not only the communication between parties, but also the option to appeal, accept/reject and rescore and evaluation. 

Best Regards
------------------------------
Jose Ruiz
WEM Product Manager
jose.ruiz@genesys.com
------------------------------

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Jose - 

Thank you - yes, we currently use the drilldown feature, but are looking for the automation. The idea of an entire appeals process sounds great - I look forward to hopefully having that available soon.

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 09-30-2021 19:11
From: Jose Ruiz
Subject: Agent Comments on Evaluations

Hello Amber,

Thank you for providing your feedback. The agent evaluation overview view (Performance > Agents > Evaluations) drill down view (selecting an individual agent) informs which evaluations have been reviewed by an agent and/or the agent has provided comments (as shown below).


We are in the planning stage for a set of features that will notify and provide the means for back and forth communications between evaluator and agent you are suggesting. We want to bring these and other features to fruition as part of an appeals process that would contain not only the communication between parties, but also the option to appeal, accept/reject and rescore and evaluation.

Best Regards
------------------------------
Jose Ruiz
WEM Product Manager
jose.ruiz@genesys.com

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Hi Amber,
One our client requested similar functionality.
So when agent signed off evaluation, supervisors can see notification in MS Teams, emails, etc.
We have done it with Noralogix GCEvents and Azure Logic Apps.
Here you can have a look short demo how it works.


------------------------------
Taras Buha
taras@noralogix.com
www.noralogix.com
------------------------------

Original Message:
Sent: 03-11-2021 08:55
From: Amber Krueger
Subject: Agent Comments on Evaluations

It's great that there's now an icon that displays by the evaluation when an agent has left a comment, however, can there please be notification that goes out to the evaluator that the agent has commented? We should not have to hunt for these comments, and there should also be a way for the evaluator to then respond back to the comment  and have everything documented on the evaluation form. We should also be able to run a report that brings in all evaluations for the contact center for a given date that have agent comments. This will help with coaching not only of the agent, but of the evaluators. Thoughts on incorporating this as a feature?
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------