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  • 1.  Agents Review Evaluations - Not Available

    Posted 04-26-2019 04:43
    No replies, thread closed.
    ​Hi All,

    We have an issue with our customers where their agents can no longer review evaluations as per:

    https://help.mypurecloud.com/articles/view-released-evaluations/

    This was working fine and was being heavily used but it seems in the new agent "My Performance" view this no longer works, does anybody else have any issues with this?

    Thanks Luke
    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
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  • 2.  RE: Agents Review Evaluations - Not Available

    Posted 04-29-2019 09:37
    No replies, thread closed.

    We are not aware of any issues with the My Performance views.  Have you logged a case we can take a look at?  Also, if you haven't released the evaluation then the agents will not see them.  Have they been released?  Any additional information you could provide would be helpful to look into whether there's something going on. 

    Thx,
    Darlene



    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Agents Review Evaluations - Not Available

    Posted 04-30-2019 09:27
    No replies, thread closed.
    Hi Darlene,

    Thank you for the response, yes the evaluations are being release immediately but the agents do not get these in their view to review.  I have opened a case 0002526079 which I am waiting for a response on

    Thanks Luke​

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------

    Original Message


  • 4.  RE: Agents Review Evaluations - Not Available

    Posted 05-02-2019 10:58
    No replies, thread closed.
    Hi Luke,

    I've been working through this issue and was able to reproduce it in our development environment. Without seeing your data, it seems that one of the evaluations that's trying to be returned has been redacted. This can happen a few ways, the main way is to have a user with permissions to evaluate an evaluation, assign an evaluation to them, and then take way their permission to score it. If the permission is added back in that case, it should correct the issue. It's likely there is a permission or division issue with one of your evaluations that you're trying to view. That being said, we're also putting in better handling in the view logic to make sure it doesn't cause issues with the other non-redacted evaluations.

    ------------------------------
    Maisey Harris
    Development Group Manager, Reporting & Analytics UI
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Agents Review Evaluations - Not Available

    Posted 05-02-2019 11:32
    No replies, thread closed.
    ​Thanks Maisey,

    I resolved the issue by making changes to the divisions.  I think as this is a new feature and adding this to an existing Org we have a few things to learn and be aware off.  But for now this is working thanks

    ------------------------------
    Luke Mitchell
    G3 Comms Ltd
    ------------------------------

    Original Message


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