Genesys Cloud - Main

Hello,

We have recently revamped our QA process. Our change requires our QA manager to evaluate an interaction, score the interaction and share the scored eval with both the agent and a supervisor.  I realized submitting the interaction with a time of release shares with the agent but I am hoping someone can tell me how to re-assign or share with another individual.

I have tried assigning by creating the evaluation, scoring it and then selecting assign at the bottom of the eval form; this method does not allow me to assign to anyone else.  I can find an interaction, create evaluation and then assign to a supervisor before scoring; this will not work for the process we are trying to create.

If anyone can tell me how to share a scored evaluation with another supervisor, I would sincerely appreciate it!

Thank you,

Tina

#QualityManagement

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Tina Yocum
Nxstage Medical, Inc.
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You might want to ask this in the WEM community, but when you hit the Assign button at the bottom of the evaluation, you should get the following dialog and you need to type a name in the Assignee box before it will populate names.  If not, make sure you have the Quality > Evaluation > Assign permission.

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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