Workforce Engagement Management

Hi All, 

I'm trying to nail down the exact scheduling logic behind the "Create evaluations by agents" policy action for a client rollout, and I found a related thread that touched on this but didn't get a full answer: https://community.genesys.com/discussion/questions-on-evaluations-reporting-policy-time-intervals

That thread confirmed evaluations for this policy type are not all assigned at once at the end of the period, they get distributed gradually throughout it. The public documentation adds that Genesys Cloud checks progress at "internal checkpoints" during the time period, and if too few evaluations exist at a given checkpoint, it catches up by evaluating older interactions at that point instead of waiting until the end.

A few things I still can't find a clear answer on:

1. How often do these internal checkpoints actually occur (hourly, daily, some other fixed interval)?
2. Does the checkpoint frequency scale with the policy's time interval (daily vs weekly vs monthly), or is it fixed regardless of the interval chosen?
3. The earlier thread also mentioned that interactions get selected "randomly" throughout the period. Is that the same mechanism as the checkpoint catch-up logic described in the documentation, or are these two separate behaviors working together?

I need to set accurate expectations with a client on how evenly evaluations will actually land across a month for their QM rollout, so any detail from someone on the product side would be really helpful. Thanks!

Excellent question, @Mathieu Puyssegur

You're correct that the public documentation doesn't specify the exact frequency of the internal checkpoints or how they're scheduled. It explains that Genesys Cloud tries to distribute evaluations evenly throughout the selected period and, if too few evaluations exist at internal checkpoints, it catches up by selecting older eligible interactions. However, it doesn't describe how often those checkpoints occur or whether their frequency changes based on the selected interval (daily, weekly, or monthly).

I also checked the Ask Me Anything in the Orchestrators Portal, and it confirms that this information isn't publicly documented and is treated as an internal implementation detail.

Since this level of detail is important for customer planning, I'd recommend opening a Customer Care case so the product team can clarify whether this behavior is documented internally.

Customer Care:
https://genesys.my.site.com/customercare

Documentation:
https://help.genesys.cloud/articles/create-evaluations-per-agent-overview/