Workforce Engagement Management

Hi,

I am hoping for some guidance on what is possible.  I have been asked to remove the 'Immediately' option from the 'Release the evaluation' field on the evaluation form.  Is it possible to configure the options in the drop down list and if so how do you do it in Genesys cloud?

Thanks

Joanna

Hi Joanna,

Unfortunately the Release the evaluation field options are out of the box and not configurable in Genesys Cloud. The dropdown options including Immediately are fixed system settings and cannot be removed or customised.

As a practical workaround, evaluators can simply leave the field blank when submitting and the evaluation will not be released to the agent unless a release option is actively selected. This is something we do today and it effectively prevents immediate release without needing any configuration change.

If you still need this as a platform feature, you can submit a request here: https://genesyscloud.ideas.aha.io/ideas

Hope that helps!

It does -  Thank you Phaneendra