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  • 1.  Audit an Evaluator

    Posted 05-08-2024 14:26

    Is there a feature, other than Collaboration, that can be used to audit an Evaluator's completed evaluations?


    #QualityManagement

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    Cheers,
    Cynthia Stickland, Cloud Product Analyst - Contractor
    Nationwide Mutual Insurance Company
    ------------------------------


  • 2.  RE: Audit an Evaluator

    GENESYS
    Posted 05-09-2024 13:05

    Hi Cynthia,

    Can you elaborate on how you mean to 'audit' an evaluator's completed evaluation, did you mean through the use of calibrations? 



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    Herrick Mai
    Genesys - Employees
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  • 3.  RE: Audit an Evaluator

    Posted 05-09-2024 15:43

    Hello Herick - thank you for taking the time here.

    The exact scenario would be that I am a Quality Manager and my Quality Assurance Analyst has completed a set of evaluations on our assigned business unit's call handlers. I now wish to complete an audit of one of the QA's completed evaluations to ensure the QA is executing the evaluations according to our team's quality management policy and procedures. 

    I am looking for a way to do this outside of leveraging the Collaboration process.

    Thanks!



    ------------------------------
    Cheers,
    Cynthia Stickland, Cloud Product Analyst - Contractor
    Nationwide Mutual Insurance Company
    ------------------------------



  • 4.  RE: Audit an Evaluator

    GENESYS
    Posted 05-10-2024 13:28

    Hi Cynthia,

    When you say the "Collaboration" process do you mean creating a calibration as per the following screen for a completed evaluation?



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    Herrick Mai
    Genesys - Employees
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  • 5.  RE: Audit an Evaluator

    Posted 05-10-2024 13:35

    Oh my, yes. I have had team collaboration on my mind with all the meetings I have been in, my apologies.

    I am looking for a way to perform an audit/evaluation of a Quality Evaluator's completed evaluation without resorting to Genesys Cloud's Calibration feature.

    Thank your time!



    ------------------------------
    Cheers,
    Cynthia Stickland, Cloud Product Analyst - Contractor
    Nationwide Mutual Insurance Company
    ------------------------------



  • 6.  RE: Audit an Evaluator

    GENESYS
    Posted 05-10-2024 14:51

    Hi Cynthia,

    Perhaps you could chat with @Mark Fagus on your goals and needs in more detail so that he can best direct you.



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    Herrick Mai
    Genesys - Employees
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  • 7.  RE: Audit an Evaluator

    Posted 05-10-2024 15:23

    Hi Herrick,

    Thank you for the time and patience you have extended along with the referral to connect with Mark Fagus. Please have a splendid weekend ahead!



    ------------------------------
    Cheers,
    Cynthia Stickland, Cloud Product Analyst - Contractor
    Nationwide Mutual Insurance Company
    ------------------------------



  • 8.  RE: Audit an Evaluator

    GENESYS
    Posted 05-10-2024 14:59

    Hi Cynthia, please email me at  mark.fagus@genesys.com and we can set up a time to chat. Are you going to be at Xperience next week?



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    Mark Fagus
    Genesys - Employees
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  • 9.  RE: Audit an Evaluator

    Posted 05-10-2024 15:26

    Hello Mark,

    Thank you kindly for reaching out so quickly. I will reach out via the email you have provided and look forwarding to chatting. Sadly, I will not be at the Xperience next week, however my Product Manager, Craig Quinby, will be. I'll inform him of our interactions and have him keep a look out for you while he is in attendance.

    Please enjoy the upcoming weekend ahead!



    ------------------------------
    Cheers,
    Cynthia Stickland, Cloud Product Analyst - Contractor
    Nationwide Mutual Insurance Company
    ------------------------------



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