Genesys Cloud - Main

Our organization has a fairly straightforward deliverable in terms of delivering and completing evaluations - assign 2 evaluations per agent per week only when evaluators are online

The action Assign evaluations by agents would nearly achieve this if it was able to correctly target the agent on interactions that are transferred. 

Alternatively, the action Create evaluations by evaluators is useful in that it will only assign evaluations to evaluators when they are online (which means less evaluations are cluttering the evaluators' inbox if they were to miss work or go on leave).

Is there a workaround or way to achieve the benefits of both actions without the negatives?

#QualityManagement
#SystemAdministration

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Haley Sims
Upgrade
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First, you can have the first agent use a wrap-up code of Transferred or other one that you can use in your policy for selection.  That would allow you to only assign evaluations for the transferred calls.

For the second, this feature shown below is great to only assign the evaluation in the case that they are online:
No, you could certainly combine the two to allow evaluations to be only selected for transfers and to only sent to online QA managers.  

There should be no negatives unless ALL the QA managers are offline and then nothing would be sent.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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