Genesys Cloud - Main

Quick question on Evaluations. While working with a customer I noticed that the Resource Center does not go into detail about Assigning Evaluations. Right now, my question is on the "Assign Evaluations" and "Assign Evaluations per Agent" sections. 

Can these both be used in one policy?

If not does one take precedence over the other? 

I am testing, so I will post back if no one knows the answer. Just curious if others may have had the answer already.
#QualityManagement

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Angelia Harper
Avtex Solutions, LLC
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@Lesley Vereen would have some insights.

​Do you have a business case where you want to use both, and have a specific one take precedence when there is overlap (such as having the same Evaluator assigned to both fields)?

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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Not really a business case, just that the client set this up and it allowed them to select both options, but would not assign out the evals, so I was not sure if that was the cause of the policy not working properly (sending to the evaluator). I have since modified it to only use one of these Assign Methods, assuming they can only use one per policy. Really just trial and error right now as the documentation does not go any further into details. 

I am testing if I have both selected, with the same evaluator what the behavior is. 
Also, if there are two different forms selected with the same evaluator and then the same options, but with different evaluators. 


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Angelia Harper
Avtex Solutions, LLC
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Original Message:
Sent: 04-14-2020 11:02
From: George Ganahl
Subject: Assign Evaluations

@Lesley Vereen would have some insights.

​Do you have a business case where you want to use both, and have a specific one take precedence when there is overlap (such as having the same Evaluator assigned to both fields)?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Hi Angelia, what did you find out about this?

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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 04-14-2020 11:21
From: Angelia Harper
Subject: Assign Evaluations

Not really a business case, just that the client set this up and it allowed them to select both options, but would not assign out the evals, so I was not sure if that was the cause of the policy not working properly (sending to the evaluator). I have since modified it to only use one of these Assign Methods, assuming they can only use one per policy. Really just trial and error right now as the documentation does not go any further into details.

I am testing if I have both selected, with the same evaluator what the behavior is.
Also, if there are two different forms selected with the same evaluator and then the same options, but with different evaluators.


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Angelia Harper
Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 04-14-2020 11:02
From: George Ganahl
Subject: Assign Evaluations

@Lesley Vereen would have some insights.

​Do you have a business case where you want to use both, and have a specific one take precedence when there is overlap (such as having the same Evaluator assigned to both fields)?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys