Genesys Cloud - Main

Morena all - have a question which I may have missed the answer but Google and forums have not helped me as yet :(

When an evaluation has been released to an agent, the agent has a chance to review the eval and add any comments which is great.

Is there a way that the evaluator can be notified (maybe an email or a pop up) that the agent has added comments?


Many Thanks :)
#QualityManagement

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Steve Ross
Spark NZ Trading
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Kia ora, Steve

I haven't looked at evaluations for a few months now, but if I recall, once the agent has reviewed and commented on the evaluation, that evaluation is considered completed so there's no further step after that.  Someone would need to manually go looking for reviewed evaluations to see if there's comments there that need follow-up.

I could be wrong, but either way you've got a good point there in that it would be nice for the agent to be able to flag something - especially if they disagree with the scoring or want to request their own coaching session from it rather than that just being driven by the supervisor/evaluator.

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Vaun McCarthy
NTT New Zealand Limited
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Hi Steve, 
The Genesys APIs are fantastic. We are currently working on this feature (the email to evaluator) for one of our clients. 
Kind Regards

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