Hi! 
In our company we have quite a straightforward set up for QM: agent's team leader (their direct manager) scores interactions and then in the coaching sessions provides feedback for several evaluation scores. They keep track of agent's performance and career path and support this agent's deveoplment.
Due to another requirement we also limit our team leaders (evaluators) to see evaluation results and work only with evaluations assigned to them. Team leaders should not see evaluation results for agent's not from their team. We condition the permission like so:

However, we as many other companies outsource part of the load to big industry players. They work differently - they have two roles responsible to QM operations: a coach and a QA. A QA scores interactions and then a coach conducts a coaching session with an agent. 
How can we allow a coach to be able to see evaluation scores and completed evaluation done by a QA, without changing the permissions? Will Assign feature help in this case? How does this assign feature works - couldn't find enough information on resource center about it?


Thanks :) 
#Evaluations #Qualitymanagement 

Hi Kate,

You can find information about assigning here 'https://help.mypurecloud.com/articles/assign-an-evaluation-to-an-assignee/'. You should be able to assign in that case

Hi! 
In our company we have quite a straightforward set up for QM: agent's team leader (their direct manager) scores interactions and then in the coaching sessions provides feedback for several evaluation scores. They keep track of agent's performance and career path and support this agent's deveoplment.
Due to another requirement we also limit our team leaders (evaluators) to see evaluation results and work only with evaluations assigned to them. Team leaders should not see evaluation results for agent's not from their team. We condition the permission like so:

However, we as many other companies outsource part of the load to big industry players. They work differently - they have two roles responsible to QM operations: a coach and a QA. A QA scores interactions and then a coach conducts a coaching session with an agent. 
How can we allow a coach to be able to see evaluation scores and completed evaluation done by a QA, without changing the permissions? Will Assign feature help in this case? How does this assign feature works - couldn't find enough information on resource center about it?


Thanks :) 
#Evaluations #Qualitymanagement 

Hi, Herrick! 
I understand that this feature will enable assign. What I don't undrstand if it solved the user case I described, when one person does evaluation and another provides feedback and needs to see evaluation result. Do you think this feature will help us?

Hi Kate,

You can find information about assigning here 'https://help.mypurecloud.com/articles/assign-an-evaluation-to-an-assignee/'. You should be able to assign in that case

Hi! 
In our company we have quite a straightforward set up for QM: agent's team leader (their direct manager) scores interactions and then in the coaching sessions provides feedback for several evaluation scores. They keep track of agent's performance and career path and support this agent's deveoplment.
Due to another requirement we also limit our team leaders (evaluators) to see evaluation results and work only with evaluations assigned to them. Team leaders should not see evaluation results for agent's not from their team. We condition the permission like so:

However, we as many other companies outsource part of the load to big industry players. They work differently - they have two roles responsible to QM operations: a coach and a QA. A QA scores interactions and then a coach conducts a coaching session with an agent. 
How can we allow a coach to be able to see evaluation scores and completed evaluation done by a QA, without changing the permissions? Will Assign feature help in this case? How does this assign feature works - couldn't find enough information on resource center about it?


Thanks :) 
#Evaluations #Qualitymanagement