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  • 1.  assign evaluation to another user , answering it on behalf of that user

    Posted 02-08-2021 12:16
    No replies, thread closed.
    Hi

    anyone can advice about the following scenario, and how it can be fixed:

    when user "A" assigned a evaluation to user "B", and then user "A" has answered this evaluation , the system showing the user "B" is answered that evaluation !!

    any idea about this case ?

    thanks 
    Zaid
    #QualityManagement

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    Zaid Al Obaid
    Call Center Resources Dan. A.S
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  • 2.  RE: assign evaluation to another user , answering it on behalf of that user

    Posted 06-28-2021 07:49
    No replies, thread closed.
    Hi Zaid, 
    We have given clients the ability to amend evaluations after 45 days and your request is to be added to this. The Genesys APIs will give you a wealth of information the rest like your request is quicker to add on as a custom development feature. Our custom reporting application is around 10/15 % Genesys Cloud APIs. 
    Kind Regards


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    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 3.  RE: assign evaluation to another user , answering it on behalf of that user

    Posted 06-29-2021 05:35
    Edited by Hichem Agrebi 06-29-2021 11:48
    No replies, thread closed.
    Hi Zaid,
    I have tested this and can confirm that this looks like a bug as genesys doesn't seem to override the original evaluator once it is set. So definitely worth opening a case.
    The API returns the original evaluator instead of the user who added comments and scored it, so doesn't look right or correct to me.
    I don't agree that this should be custom development as we have no means of detecting that the user performing the scoring is different from the assigned one, so clearly a bug here.

    I have requested to add both assigned evaluator and actual evaluator. If that cannot be done then the actual evaluator should be displayed instead of the assigned one.

    FYI, I have opened a case with Genesys support and will keep you posted when it is fixed. The case was quickly stamped as "working as designed", which I do not agree to at all. I ended up logging this defect as a feature request so that user community can vote to correct it:
     https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-583


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    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
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