Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

Good afternoon did you happen to get a fix for this error?

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

We are experiencing the same issue in US West region, with no changes to roles, permissions, or divisions since the users were last successfully able to review their team's evaluations.

------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.

Original Message:
Sent: 10-04-2023 14:10
From: Brian Jones
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

Thanks for jumping in @Vikki Papesh! Love it when a community comes together. Definitely open a Case. In the meantime, can you and @Mark Glynn try the following workaround that I just found until Genesys gets back with us?

After you click on the evaluation and it opens the Interaction Details screen, please try clicking the "Quality Summary" tab (screenshot below). When I do that, the screen refreshes and the evaluation opens perfectly. I also noticed in the working example the URL in the browser appears to be different than when I access the evaluation from the Agent Evaluation view.

NON-WORKING URL PATH (When clicked from the Agent Evaluations Detail view): https://apps.mypurecloud.com/directory/#/engage/agent/interactions/<CONVERSATIONIDGOESHERE>/details/?evaluationId=<EVALUATIONIDGOESHERE>
WORKING URL PATH (When clicked from the Interaction Details page): https://apps.mypurecloud.com/directory/#/engage/admin/interactions/<CONVERSATIONIDGOESHERE>/qualitySummary?evaluationId=<EVALUATIONIDGOESHERE>

Either way, if it does work for you, I still plan to add that detail to my Case and ask Genesys why the other method of opening it no longer works.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-04-2023 16:02
From: Vikki Papesh
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

We are experiencing the same issue in US West region, with no changes to roles, permissions, or divisions since the users were last successfully able to review their team's evaluations.

------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.

Original Message:
Sent: 10-04-2023 14:10
From: Brian Jones
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

Thanks, Brian.  That worked for me, still waiting on feedback from the field.  This also worked:  Open an Interactions tab in Performance Views, then filtering on "has scored interaction", then clicking the user name to bring up the evaluation, then clicking on Quality Summary.  Additional filters can be added.

Thanks for jumping in @Vikki Papesh! Love it when a community comes together. Definitely open a Case. In the meantime, can you and @Mark Glynn try the following workaround that I just found until Genesys gets back with us?

After you click on the evaluation and it opens the Interaction Details screen, please try clicking the "Quality Summary" tab (screenshot below). When I do that, the screen refreshes and the evaluation opens perfectly. I also noticed in the working example the URL in the browser appears to be different than when I access the evaluation from the Agent Evaluation view.

NON-WORKING URL PATH (When clicked from the Agent Evaluations Detail view): https://apps.mypurecloud.com/directory/#/engage/agent/interactions/<CONVERSATIONIDGOESHERE>/details/?evaluationId=<EVALUATIONIDGOESHERE>
WORKING URL PATH (When clicked from the Interaction Details page): https://apps.mypurecloud.com/directory/#/engage/admin/interactions/<CONVERSATIONIDGOESHERE>/qualitySummary?evaluationId=<EVALUATIONIDGOESHERE>

Either way, if it does work for you, I still plan to add that detail to my Case and ask Genesys why the other method of opening it no longer works.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-04-2023 16:02
From: Vikki Papesh
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

We are experiencing the same issue in US West region, with no changes to roles, permissions, or divisions since the users were last successfully able to review their team's evaluations.

------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.

Original Message:
Sent: 10-04-2023 14:10
From: Brian Jones
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

Appreciate that method as well--thank you for sharing!

Thanks, Brian.  That worked for me, still waiting on feedback from the field.  This also worked:  Open an Interactions tab in Performance Views, then filtering on "has scored interaction", then clicking the user name to bring up the evaluation, then clicking on Quality Summary.  Additional filters can be added.

Thanks for jumping in @Vikki Papesh! Love it when a community comes together. Definitely open a Case. In the meantime, can you and @Mark Glynn try the following workaround that I just found until Genesys gets back with us?

After you click on the evaluation and it opens the Interaction Details screen, please try clicking the "Quality Summary" tab (screenshot below). When I do that, the screen refreshes and the evaluation opens perfectly. I also noticed in the working example the URL in the browser appears to be different than when I access the evaluation from the Agent Evaluation view.

NON-WORKING URL PATH (When clicked from the Agent Evaluations Detail view): https://apps.mypurecloud.com/directory/#/engage/agent/interactions/<CONVERSATIONIDGOESHERE>/details/?evaluationId=<EVALUATIONIDGOESHERE>
WORKING URL PATH (When clicked from the Interaction Details page): https://apps.mypurecloud.com/directory/#/engage/admin/interactions/<CONVERSATIONIDGOESHERE>/qualitySummary?evaluationId=<EVALUATIONIDGOESHERE>

Either way, if it does work for you, I still plan to add that detail to my Case and ask Genesys why the other method of opening it no longer works.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-04-2023 16:02
From: Vikki Papesh
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

We are experiencing the same issue in US West region, with no changes to roles, permissions, or divisions since the users were last successfully able to review their team's evaluations.

------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.

Original Message:
Sent: 10-04-2023 14:10
From: Brian Jones
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

We are experiencing the same issue in US West region, with no changes to roles, permissions, or divisions since the users were last successfully able to review their team's evaluations.

------------------------------
Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
------------------------------

Original Message:
Sent: 10-04-2023 14:10
From: Brian Jones
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

Thank you for surfacing this.

Just wanted to ask,  are the users used in the screenshots an evaluator which is not the agent of the evaluation?

Thanks

------------------------------
Herrick Mai
Genesys - Employees

Original Message:
Sent: 10-04-2023 14:10
From: Brian Jones
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

Prefacing this post with the typical disclaimer: Yes, we have a support case open, and yes, we've turned it off and back on again :)

Figured I'd poll the Genesys Cloud CX community to see if anyone else out there is receiving the following error when pulling up an agent evaluation with a recording starting today: "Agent view is not available for this evaluation because you are not the agent on this evaluation."

We are in the US East region, we have made no Role Permission/Division changes within the past month, and not only are all of our Quality Users are receiving it, but even our dev/admin team (who have ALL permissions across ALL divisions) are receiving the error. We've logged out/back in, cleared cache, and tried multiple browsers to no avail. Could be coincidental that there was a release today, but no mention of Evaluation updates.

#QualityEvaluations

#QualityEvaluator

#QualityAdmin

#QualityAdministrator

#Qualitymanagement

#QualityManagement

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------