Workforce Engagement Management

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  • 1.  Call interaction Quality Evaluation

    Posted 07-03-2025 15:08

    I currently have a quality policy in place for calls to be evaluated per agent, and it's set to select 3 interactions for a month per agent. I wanted to know if an evaluation that was assigned gets deleted by the evaluator will the system assign another interaction to meet the number of interactions to be evaluated? 


    #QualityManagement

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    Elbra Pirayev
    Project Manager
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  • 2.  RE: Call interaction Quality Evaluation

    Posted 07-04-2025 07:54

    Hi Elbra,

    I am going to move this thread over to the Workforce Engagement Management Community as the experts there will be better placed to answer your question



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Call interaction Quality Evaluation

    Posted 07-07-2025 09:52

    Good morning Elbra. The system will not "replace" the one that is deleted. You would need to manually add the one that was deleted.

    Mark



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    Mark Fagus
    Senior Global WEM Business Specialist
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    Original Message


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