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We currently use either Policies to assign QA forms to quality evaluators, or manually assig QA forms to quality evaluators for interactions.
The Quality Evaluator completes the evaluations. Once complete, the form either needs to be released to the agent if the form result was positive, or the forms needs to be released to a supervisor for review before sending it to an agent in the event that the form result was negative.
How is this requirement achieved? Currently releasing the quality form only releases the result directly to the agent with no ability to release it to the supervisor before releasing it to an agent.
Thanks for your question. We're currently working on the ability to allow customers to define who gets notified during different evaluation state changes, link to the idea is below, which can assist with your scenario. When it becomes available you could create a workflow that notifies the supervisor for review if needed. I've also linked another idea in relation to your comment, please feel free to upvote and comment on those topics.
- Ability to notify different users about evaluation changes as part of process automation (https://genesyscloud.ideas.aha.io/ideas/INB-I-998)
- See evaluation scores before releasing to user (https://genesyscloud.ideas.aha.io/ideas/QUAL-I-20)
This idea has been accepted: https://genesyscloud.ideas.aha.io/ideas/INB-I-998
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