Genesys Cloud - Main

Hi All,

While generating simulated data for the Agent Evaluation report, I observed that only evaluation data marked as "released" populated the dataset, whereas those designated as "Never" in the release field did not populate. Our organization prefers not to release evaluations directly to agents, so we intend to set the release option to "Never." Is there an alternative method to populate agent evaluation scores in the report when the release option is set to "Never"? Anything we can control under the agent permission level settings? 

Thanks.

#QualityManagement

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Zach Dimmer
Willis Towers Watson - Benefits Outsourcing
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No, that is the whole point of not requiring release of evaluations immediately.  I suggest you do end of day or end of week and if there is any problems, you always have 45 days to edit the submitted evaluation.  That way, you give agent time and you have scores available, but you also have a way to change them if need be.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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