Genesys Cloud - Main

Hello,

I can see that a feature which send a notification to agent's inbox when an evaluation is submitted has been mentioned here before: PureCloud - Genesys Are there any updates on this? 

I also wanted to take the opportunity to ask a related question. Are there any plans on giving greater visibility to the 'agent has reviewed this evaluation' checkbox? It would be incredibly helpful to be able to see historical rates of engagement, by scorecard, queue and agent. If possible, it would also be great to be able to download this data (if, let's say, we wanted to tie this to agent KPIs).

Thank you!

------------------------------
Elka Czarny
HelloFresh
------------------------------

Hello Elka, 

I have checked the thread you have mentioned on this inquiry and I believe that @Lesley Vereen can provide us an update regarding this.

Also, great feedback with getting a notification whenever an agent has reviewed their evaluation. You can share this to our Product Ideas Lab. Remember to please provide as many details as you can and searching for previously posted ideas and up-voting as appropriate.

Thank you! 



------------------------------
RC Cantiller
Global Digital Team, Customer Success
Genesys
------------------------------

Original Message:
Sent: 08-10-2018 05:47
From: Elka Czarny
Subject: Agent notification for evaluation submitted

Hello,

I can see that a feature which send a notification to agent's inbox when an evaluation is submitted has been mentioned here before: PureCloud - Genesys Are there any updates on this?

I also wanted to take the opportunity to ask a related question. Are there any plans on giving greater visibility to the 'agent has reviewed this evaluation' checkbox? It would be incredibly helpful to be able to see historical rates of engagement, by scorecard, queue and agent. If possible, it would also be great to be able to download this data (if, let's say, we wanted to tie this to agent KPIs).

Thank you!

------------------------------
Elka Czarny
HelloFresh
------------------------------

Hi Elka,
We do have plans for adding notifications/workflow around completed evaluations to meet various requirements such as -  the need to notify agents of an available evaluation to review, notify supervisors that an agent has reviewed and/or commented on their evaluation, notify supervisor when evaluator has completed an evaluation, and also notifications based on scores.  This will most likely be a phased implementation, however the project is not yet in progress nor officially on the roadmap. It will be helpful to us if you can add your vote to the Product Ideas lab where you  can find it under the subject of "Agent notification for finished QM evaluation".
Thanks for raising the question!
Lesley

------------------------------
Lesley Vereen
Sr Product Manager - PureCloud
Genesys
------------------------------

Original Message:
Sent: 08-13-2018 14:58
From: Raymond Cantiller
Subject: Agent notification for evaluation submitted

Hello Elka,

I have checked the thread you have mentioned on this inquiry and I believe that @Lesley Vereen can provide us an update regarding this.

Also, great feedback with getting a notification whenever an agent has reviewed their evaluation. You can share this to our Product Ideas Lab. Remember to please provide as many details as you can and searching for previously posted ideas and up-voting as appropriate.

Thank you!



------------------------------
RC Cantiller
Global Digital Team, Customer Success
Genesys

Original Message:
Sent: 08-10-2018 05:47
From: Elka Czarny
Subject: Agent notification for evaluation submitted

Hello,

I can see that a feature which send a notification to agent's inbox when an evaluation is submitted has been mentioned here before: PureCloud - Genesys Are there any updates on this?

I also wanted to take the opportunity to ask a related question. Are there any plans on giving greater visibility to the 'agent has reviewed this evaluation' checkbox? It would be incredibly helpful to be able to see historical rates of engagement, by scorecard, queue and agent. If possible, it would also be great to be able to download this data (if, let's say, we wanted to tie this to agent KPIs).

Thank you!

------------------------------
Elka Czarny
HelloFresh
------------------------------

Thank you very much for your responses, I will be scouting the lab in the future :)

------------------------------
Elka Czarny
HelloFresh
------------------------------

Original Message:
Sent: 08-15-2018 22:12
From: Lesley Vereen
Subject: Agent notification for evaluation submitted

Hi Elka,
We do have plans for adding notifications/workflow around completed evaluations to meet various requirements such as -  the need to notify agents of an available evaluation to review, notify supervisors that an agent has reviewed and/or commented on their evaluation, notify supervisor when evaluator has completed an evaluation, and also notifications based on scores.  This will most likely be a phased implementation, however the project is not yet in progress nor officially on the roadmap. It will be helpful to us if you can add your vote to the Product Ideas lab where you  can find it under the subject of "Agent notification for finished QM evaluation".
Thanks for raising the question!
Lesley

------------------------------
Lesley Vereen
Sr Product Manager - PureCloud
Genesys

Original Message:
Sent: 08-13-2018 14:58
From: Raymond Cantiller
Subject: Agent notification for evaluation submitted

Hello Elka,

I have checked the thread you have mentioned on this inquiry and I believe that @Lesley Vereen can provide us an update regarding this.

Also, great feedback with getting a notification whenever an agent has reviewed their evaluation. You can share this to our Product Ideas Lab. Remember to please provide as many details as you can and searching for previously posted ideas and up-voting as appropriate.

Thank you!



------------------------------
RC Cantiller
Global Digital Team, Customer Success
Genesys

Original Message:
Sent: 08-10-2018 05:47
From: Elka Czarny
Subject: Agent notification for evaluation submitted

Hello,

I can see that a feature which send a notification to agent's inbox when an evaluation is submitted has been mentioned here before: PureCloud - Genesys Are there any updates on this?

I also wanted to take the opportunity to ask a related question. Are there any plans on giving greater visibility to the 'agent has reviewed this evaluation' checkbox? It would be incredibly helpful to be able to see historical rates of engagement, by scorecard, queue and agent. If possible, it would also be great to be able to download this data (if, let's say, we wanted to tie this to agent KPIs).

Thank you!

------------------------------
Elka Czarny
HelloFresh
------------------------------