Genesys Cloud CX

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  • 1.  Call Evaluations not showing and saying 'REDACTED'

    Posted 10-06-2022 16:06
    Hi team, I was hoping someone could help me understand why some of the evaluation I am doing arent showing? It seems to happen from time to time. The calls that dont seem to be pulling through properly are also showing a 'REDACTED' note next to them. Would anyone know what this may mean? Cheers


    #QualityManagement

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    Janine Stockley
    Harrisons at Home Ltd
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  • 2.  RE: Call Evaluations not showing and saying 'REDACTED'

    Posted 10-06-2022 19:25
    Do you have a screenshot of this?  Are you seeing this in the Evaluation view or in the Interactions view.  There was a new feature that came out to mask PII in the Views:  Limited PII masking in Performance views and exports - Genesys Cloud Resource Center (mypurecloud.com)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Call Evaluations not showing and saying 'REDACTED'

    GENESYS
    Posted 10-12-2022 23:52
    This may be as a result of a difference in Assigned Date and Released Date of the Evaluations.

    The Released Date is when the Evaluation was released to the agent, and that is what is shown in the table.  There are 4 released to the agent in October.

    The Assigned Date is when the Evaluation was created.  If you look at the Evaluations, it could be the case that one was created in a prior month, hence it is not showing up in the row above, as the top row is coming from Analytics data, which is using the Assigned Date for reporting I believe.  But if would be good to double check that.

    @Herrick Mai FYI​

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    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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