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!

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!

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,

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!