I was hoping to get some clarity on the below 2 points regarding evaluation polices when using the "Create Evaluations by Agents" action.

1) When you set the matching criteria as a specific queue or specific queues, does this just create the number of specified evaluations for the queue, or for every agent in the queue? Example: You have 1 queue as the matching criteria and are evaluating 10 interactions per agent per day. Will this just create 10 evaluations for the queue per day, or 10 evaluations for every agent assigned to the queue per day? So if the queue had 5 members you would be getting 50 evaluations a day?

2) How are the evaluations distributed through the specified time period? For example if you have 10 interactions per day, would these 10 be assigned to the evaluators all in one go at the start or end of the day? Or would these be evenly distributed throughout the day?

Thanks,

James

#QualityManagement

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James Foster
Connect Managed Services (UK) Limited
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Hi James

If the only matching criteria is Queue(s) then yes it will try to create 10 evaluations per agent on the queue(s) per day.

It wont just do the first 10 interactions that match, but will mark them as matching the policy and then assign 10 of them to the evaluator during the day.  If it gets to the end of the day and it has only assigned 7, but there are many more that match, it will choose a further 3 that matched and assign them to hit the target of 10.

It is worth noting that an evaluator can only be assigned 50 evaluations per day.  So if the above example for 50 evaluations are being assigned to one evaluator it would be find, but if that evaluator is being assigned evaluations from another policy as well, then they could hit that limit of 50 and not be assigned anymore evaluations.

There is more info available on the resource center article: Create evaluations by agents

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-31-2024 10:18
From: James Foster
Subject: Clarity Needed on Create Evaluations by Agents Policies

I was hoping to get some clarity on the below 2 points regarding evaluation polices when using the "Create Evaluations by Agents" action.

1) When you set the matching criteria as a specific queue or specific queues, does this just create the number of specified evaluations for the queue, or for every agent in the queue? Example: You have 1 queue as the matching criteria and are evaluating 10 interactions per agent per day. Will this just create 10 evaluations for the queue per day, or 10 evaluations for every agent assigned to the queue per day? So if the queue had 5 members you would be getting 50 evaluations a day?

2) How are the evaluations distributed through the specified time period? For example if you have 10 interactions per day, would these 10 be assigned to the evaluators all in one go at the start or end of the day? Or would these be evenly distributed throughout the day?

Thanks,

James

#QualityManagement

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James Foster
Connect Managed Services (UK) Limited
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