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Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

  • 1.  Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 14:10
    Edited by Brian Jones 10-05-2023 11:57

    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 receiving the error, 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

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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 2.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 15:39

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



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    Mark Glynn
    ConnectiCare
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  • 3.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 15:56

    Issue still exists for us, so we're waiting for Genesys to get back to us on our Case. Are you currently experiencing the same issue, @Mark Glynn?



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 4.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 16:03
    Edited by Vikki Papesh 10-04-2023 16:04

    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.



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



  • 5.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 16:12
    Edited by Brian Jones 10-04-2023 16:24

    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.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 6.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 16:30

    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.



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    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
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  • 7.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 16:40

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



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 8.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 17:06

    This Procedure worked for my team also i have an open case with GENESYS  thank you 



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    Mark Glynn
    ConnectiCare
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  • 9.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-04-2023 17:16

    Vikki I'm also in US Region WEST

     

     

    Mark Glynn

    Sr. Telecommunications Architect

    Emblem Health

    Phone: (860) 674-7080

    Fax:     (860) 678-5280

    E-Mail: ginalheu@Connecticare.com"> mglynn@connecticare.com

    www.connecticare.com

     

     

    This electronic message from ConnectiCare, an EmblemHealth company is intended for the use only of the named recipient(s), and may contain information that is confidential or privileged. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution, or use of the contents of this message is strictly prohibited. If you received this message in error or are not the named recipient, please notify the sender of the message immediately at the e-mail address above and delete and destroy all copies of this message





  • 10.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    GENESYS
    Posted 10-05-2023 10:00

    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



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    Herrick Mai
    Genesys - Employees
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  • 11.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-05-2023 10:08
    Edited by Vikki Papesh 10-05-2023 10:23

    In my case, QM has completed evaluations, and supervisors open the completed evaluations to coach agents.  Until yesterday, the supervisors could directly open the evaluations.  But, as Brian said, even admin/master admin cannot directly access evaluations.

    Just now, I was not able to open an evaluation through Performance > Overview > Evaluations.

    But I was able to open one through Interactions, filtered by "Has completed evaluation"



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



  • 12.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    GENESYS
    Posted 10-05-2023 11:34

    Thanks, we've made a change, can you please check to see if the issue is still there?

    Thanks



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    Herrick Mai
    Genesys - Employees
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  • 13.  RE: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

    Posted 10-05-2023 11:46

    @Herrick Mai - I can now open the evaluation--whatever you all did fixed it.

    Out of curiosity though, is this disclaimer normal? I ask because I personally have never seen it given I don't typically pull up an evaluation using the Agent Evaluation Details view, so I'm asking for