Genesys Cloud - Main

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

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.
------------------------------

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.

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.

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.

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.
------------------------------

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
------------------------------

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"

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


Original Message:
Sent: 10-05-2023 10:00
From: Herrick Mai
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

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

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

Thanks

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"

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


Original Message:
Sent: 10-05-2023 10:00
From: Herrick Mai
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

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

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

Thanks

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


Original Message:
Sent: 10-05-2023 10:08
From: Vikki Papesh
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

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"

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


Original Message:
Sent: 10-05-2023 10:00
From: Herrick Mai
Subject: Agent Evaluation Error: Agent view is not available for this evaluation because you are not the agent on this evaluation.

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

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

Thanks

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"

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