Genesys Cloud - Main

We are trying to (somewhat) automate one of our evaluation forms that contains one question which is answered via evaluation assistance for every call on a certain queue.  It's working fine per the policy, but we don't want to release the score to the agent and would prefer to have a data action/trigger that automatically changes the form status to Completed and never releases the score, that way there's little to no human intervention.  

Does anyone have experience with this, or can point me to a solution?  Thanks!

#API/Integrations
#QualityManagement

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Mike McCleery
Workforce Planning and Reporting Manager
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Hello Mike, 

We have some developer center documentation for creating evaluations using the v2.quality.evaluations notifications. Working with these notifications and building workflows around the different status might be the best route to go with. This is going to be some development work so don't be afraid to hit up those developer forums if needed. 

I would be interested to see what the rest of the community has to offer as a solution though!

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Mike,
You could try to sign-off the released evaluation using triggers but I have not tested this out myself yet.

Here is the idea:

1. Create a trigger that checks for released evaluations
2. Create and run a workflow that updates the evaluation and signs it off using data action on following endpoint:

PUT /api/v2/quality/conversations/$input.conversationId/evaluations/$input.evaluationId https://developer.genesys.cloud/devapps/api-explorer#put-api-v2-quality-conversations--conversationId--evaluations--evaluationId-

API example Request body:
{
  "agentComments": "",
  "agentHasRead": true
}

Trigger example:


If you need further help with Data Actions, Trigger Configurations or further ideas feel free to ask your CSM about our professional services or go to our https://developer.genesys.cloud/forum/ for more in-depth technical help.

Cheers,

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Georgy Rudnev
Technical Account Manager
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Hey Mike,

I have seen some work done by PS/customers going the approach of what Georgy mentioned above with some luck. But the native in product idea related to this would be found from this Aha idea: https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-291 

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Herrick Mai
Principal Product Manager
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Original Message:
Sent: 01-27-2025 05:00
From: Georgy Rudnev
Subject: Automate Evaluation Form with Data Actions

Hi Mike,
You could try to sign-off the released evaluation using triggers but I have not tested this out myself yet.

Here is the idea:

1. Create a trigger that checks for released evaluations
2. Create and run a workflow that updates the evaluation and signs it off using data action on following endpoint:

PUT /api/v2/quality/conversations/$input.conversationId/evaluations/$input.evaluationId https://developer.genesys.cloud/devapps/api-explorer#put-api-v2-quality-conversations--conversationId--evaluations--evaluationId-

API example Request body:
{
  "agentComments": "",
  "agentHasRead": true
}

Trigger example:


If you need further help with Data Actions, Trigger Configurations or further ideas feel free to ask your CSM about our professional services or go to our https://developer.genesys.cloud/forum/ for more in-depth technical help.

Cheers,

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Georgy Rudnev
Technical Account Manager
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