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Deprecation of the Overview (Evaluation) page

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  • 1.  Deprecation of the Overview (Evaluation) page

    Posted 01-30-2025 14:09
    No replies, thread closed.

    Genesys Cloud will deprecate the Overview (Evaluation) page and migrate its contents to new locations by Spring 2025. Please watch for communication on the Genesys Community regarding these changes.

     

    What does this mean?

     

    The Overview (Evaluations) option is going to be removed from the Performance dropdown menu and upon evaluation submission/dispute the user will remain on the interaction page with the associated evaluation open.

     

    How are the contents of the Overview (Evaluations) page affected?

     

    Contents of the Overview (Evaluations) page will be migrated according to the following:

     

    • Agent Activity (Performance > Overview (Evaluations) > Quality Admin)  -> Exists currently in the Agent Activity view. The current view will shortly be accessible via the new "Supervisor" filter in the Agent Evaluations View.
    • Evaluation Activity (Performance > Overview (Evaluations) > Quality Admin) -> Quality Admin > Evaluators view
    • Calibration Activity (Performance > Overview (Evaluations) > Quality Admin) -> Quality Admin > Calibrations tab (New) Note: To access the Calibrations tab, make sure you have the Quality > Calibration > View permission.
    • Interactions Needing Attention (Performance > Overview (Evaluations) > Quality Evaluator) -> Analytics workspace > My Assigned Evaluations tab (New)
      • Note: To access the My Assigned Evaluations tab, make sure you have the
        Quality > Evaluation > edit OR Quality > Evaluation > editScore permissions
    • Agent Activity (Performance > Overview (Evaluations) > Quality Evaluator) -> The Agent Activity view via the new "Evaluator" filter in the Agent Evaluations View
    • Agent Completed Interactions (Performance > Overview (Evaluations) > Quality Evaluator) -> Analytics workspace > My Assigned Evaluations tab (New)


    #QualityManagement

    ------------------------------
    Herrick Mai
    Principal Product Manager
    ------------------------------


  • 2.  RE: Deprecation of the Overview (Evaluation) page

    Posted 01-31-2025 14:58
    No replies, thread closed.

    Thanks for the info Herrick. Please keep us posted in this thread when you have more updates.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-03-2025 06:11
    No replies, thread closed.

    Hi, Herrick! Thanks for this announcement. 

    Sprint 2025 is just 4 weeks away - it would be great to have this announcement as a part of weekly "Upcoming Genesys Cloud Updates" or release announcements. Such a change will require for us to update training material for supervisors and QAs in 25 languages as well as plenty of internal documentation. To help us a bit do you think you could share more precise timeline?  



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 4.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-03-2025 13:51
    No replies, thread closed.

    Hi Ekaterina,

    Thanks for that feedback, I'll work with the teams to also bring it up in the other locations you mentioned. We are targeting the end of March.



    ------------------------------
    Herrick Mai
    Principal Product Manager
    ------------------------------

    Original Message


  • 5.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-05-2025 16:11
    No replies, thread closed.

    +1 agree! We should definitely post something to https://help.mypurecloud.com/announcements/



    ------------------------------
    Phil Koch
    Technical Account Manager
    ------------------------------

    Original Message


  • 6.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-05-2025 10:35
    No replies, thread closed.

    Thank you for the details.  Would love it if there were some visuals of the upcoming changes as well, so we can best prepare our staff for the changes.



    ------------------------------
    Shanna Carson
    ------------------------------

    Original Message


  • 7.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-11-2025 11:32
    No replies, thread closed.

    Do we have any more information on this? I am not understanding that change based on the information listed above. I am being asked about this depreciation notice by our QA team. Can we get some screen shots of old and new maybe? Need more detail and delivery date. Spring is around the corner. Thanks in advance



    ------------------------------
    Blake Anderson | Sr. Telecom Engineer
    BEST BUY CO., INC.
    blake.anderson4@bestbuy.com
    ------------------------------

    Original Message


  • 8.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-11-2025 12:53
    No replies, thread closed.

    Hi everyone attached are the mocks of the new screens as mentioned in the post earlier

    • Agent Activity (Performance > Overview (Evaluations) > Quality Admin)  -> Exists currently in the Agent Activity view. The current view will shortly be accessible via the new "Supervisor" filter in the Agent Evaluations View.

    • Evaluation Activity (Performance > Overview (Evaluations) > Quality Admin) -> Quality Admin > Evaluators view

    • Calibration Activity (Performance > Overview (Evaluations) > Quality Admin) -> Quality Admin > Calibrations tab (New) Note: To access the Calibrations tab, make sure you have the Quality > Calibration > View permission.



    ------------------------------
    Herrick Mai
    Principal Product Manager
    ------------------------------

    Original Message


  • 9.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-11-2025 12:54
    No replies, thread closed.
    • Interactions Needing Attention (Performance > Overview (Evaluations) > Quality Evaluator) -> Analytics workspace > My Assigned Evaluations tab (New)
      • Note: To access the My Assigned Evaluations tab, make sure you have the
        Quality > Evaluation > edit OR Quality > Evaluation > editScore permissions

    • Agent Activity (Performance > Overview (Evaluations) > Quality Evaluator) -> The Agent Activity view via the new "Evaluator" filter in the Agent Evaluations View

    • Agent Completed Interactions (Performance > Overview (Evaluations) > Quality Evaluator) -> Analytics workspace > My Assigned Evaluations tab (New)



    ------------------------------
    Herrick Mai
    Principal Product Manager
    ------------------------------

    Original Message


  • 10.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-12-2025 03:38
    No replies, thread closed.

    Hi, Herrick! 

    Thanks for sharing the screenshots - this will help us a lot to prepare for a more smooth change. 

    Outstanding questions that we have in our company:

    • Can we enable Agents Evaluations Summary/Detail view without making other views visible for evaluator? 
    • Is it correct to say that this change is not bringing any UX improvement to users at this stage, as the views are the same as they were before? We were hoping to see at least ability to save filters in evaluators/calibrations view and in a perfect world - summarised calibrations view :)
    • What should we expect to be delivered during this calendar year to improve fundumentals of evaluation experience? Right now on ideas portal we can see only AI scoring as a part of quality roadmap.

      Thank you! 


    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 11.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-21-2025 08:00
    Edited by Toni Soler 02-21-2025 08:30
    No replies, thread closed.

    Good Afternoon Herrick!!

    Sorry, a question that seems quite obvious...all existing settings will be respected ? our client is worried but we already told him that ther would be no problem

     jeje :)

    regards



    ------------------------------
    Toni Soler
    ------------------------------

    Original Message


  • 12.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-21-2025 10:02
    No replies, thread closed.

    Hi Toni, just wanted to confirm when you say 'all existing settings will be respected' are you referring to roles and permissions?



    ------------------------------
    Herrick Mai
    Principal Product Manager
    ------------------------------

    Original Message


  • 13.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-24-2025 06:45
    Edited by Toni Soler 02-24-2025 06:44
    No replies, thread closed.

    Hello Herrick!!

    I am referring to the audits that are already configured that we have so far...

    thanks



    ------------------------------
    Toni Soler
    ------------------------------

    Original Message


  • 14.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-27-2025 13:38
    No replies, thread closed.

    Hey Toni,

    I'm happy to look into this for you, but I'm not exactly sure what you mean by audits you have configured. Could you give me a little more detail please so I can make sure I get the context correct?

    Cheers,



    ------------------------------
    Paul Turner
    Senior Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 15.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-21-2025 10:08
    No replies, thread closed.

    Hi Ekaterina

    Yes this is correct to say this change is not bringing UX improvements at this change. You can also expect to see improvements on allowing multiple answer selection, free form question, displaying answer options in a drop down as oppose to having them all listed out individually and also QM reporting.

    For your first point, I don't think so, curious what is the reason why you don't want your evaluators to see the other views



    ------------------------------
    Herrick Mai
    Principal Product Manager
    ------------------------------

    Original Message


  • 16.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-21-2025 10:32
    Edited by Ekaterina Kononova 02-21-2025 10:41
    No replies, thread closed.

    We use one org for almost 30 countries (as recommended by GP during our preparation to migrate to Genesys Cloud) - each country has at least one Division or more if they also have outsourcers. In one of the countries local GDPR interpretation doesn't allow Team Leaders (they do evaluations for their teams of agents) to see performance of agents from other teams - only their direct reports. To accommodate their local need we removed Reporting role from Team Leaders, but kept Evaluator permissions with a condition. The condition looks into evaluator and is set to "Current user". Besides this to secure that evaluations are fair, we create policy for each team like so [excerpt from our documentation]:

    To achieve ability to evenly distribute evaluation per co-worker to their Team Leader we create two policies per each work team and use the following settings:

    1. work team matching policy name;
    2. customer facing queues for this country and this media type;
    3. recording retention of 10 days;
    4. create evaluations by agent;
    5. agent connected duration - applicable only for voice, reflects total talk and hold time for entire conversation; the value is defined by the country;
    6. time zone relevant for the country;
    7. evaluation form matching language used in the country and departnemt/skill (QAS for Sales, QAR for Resolutions and QBS for B2B Sales);
    8. team leader of the selected work team (if unclear can be verified with the country Quality Specialists, Intraday Specialists or XD Specialist);
    9. fixed number of 1 per week.We have no option to provide access to Agent Performance or Agent Statuses view in this country and it is our biggest market with >50 teams. 
      This approach was recommended to us by Genesys and we like most of it, butnot the limited views and how policies work. Hopefully, we will see soon in the road map division awareness for policies and maybe retention policies disconnected from quality - to empower our several thousand users in the markets and help them love QM in Genesys :)

    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 17.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-21-2025 10:38
    No replies, thread closed.

    I maybe asked the question in the wrong way - will access to these new views be granted via quality/evaluations permissions? if no, then which permission will control it? Will the pemission have conditions available? 

    We use the "evaluator: current user" permission in all countries, not only this market with stricter rules. 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 18.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-25-2025 13:50
    No replies, thread closed.

    Hey Ekaterina,

    Accessing the Agent Evaluation View with the Quality Evaluator role is controlled by the quality:evaluation:edit or quality:evaluation:editScore permission in which an evaluator will only be able to see evaluations of those agents he/she is the evaluator of. This should be the same behaviour as is already seen in the current Overview page.

    By default, Quality Admins or Supervisors have ui:supervisorAgentDetails:view which is what grants access to see the "Supervisor" dropdown within the Agent Evaluation view. (And sounds like what you want to avoid using, based on your GDPR constraints).

    If I'm reading what you're saying correctly your solution involves custom roles rather than the defaults? If so, in order to access the new Agent Evaluation View your custom evaluator role would need the following:

    directory:user:view AND
quality:evaluation:view AND 
(quality:evaluation:editScore OR quality:evaluation:edit)

    Both quality:evaluation:editScore and quality:evaluation:edit do support conditions. 

    Hopefully that makes sense. Let me know if you have any other questions or concerns.

    Cheers,



    ------------------------------
    Paul Turner
    Senior Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 19.  RE: Deprecation of the Overview (Evaluation) page

    Posted 02-26-2025 03:00
    No replies, thread closed.

    @Paul Turner thanks a lot! You understood everything just right. We had to go with custom roles and groups, which were designed together with amazing Genesys proffs assigned to our project <3

    From your description I understand, that we will NOT need to do any changes to existing roles. I will share this with one of my local engineers to validate it and come back if I have more questions. 

    Thanks again! 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 20.  RE: Deprecation of the Overview (Evaluation) page

    Posted 04-07-2025 16:43
    No replies, thread closed.

    Question on the NEW "My Assigned Evaluations" view.  Where on the Performance Workspace would we find this new view, will it be under the Employee Engagement section or somewhere else?



    ------------------------------
    Andrea King
    ------------------------------

    Original Message


  • 21.  RE: Deprecation of the Overview (Evaluation) page

    Posted 04-08-2025 21:26
    No replies, thread closed.

    Hello Andrea,

    You will find My Assigned Evaluations performance view under My Performance section.



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 22.  RE: Deprecation of the Overview (Evaluation) page

    Posted 04-09-2025 09:22
    No replies, thread closed.
    KING, ANDREA L reacted to your message:



    Original Message


  • 23.  RE: Deprecation of the Overview (Evaluation) page

    Posted 03-11-2025 08:55
    No replies, thread closed.

    Hi Herrick,

    I have a few questions regarding these views. Both we and our external service providers look over a longer period than just one month.

    • We need a view of 3 months. Can/will this be part of the implementation?
    • We use different evaluation forms and also differentiate them in the quality management process (for example: standard evaluation and thematic focus evaluation). Can/will there be a filter that allows us to use the view more targeted?
    • Another distinguishing feature for us is the consideration of voice and non-voice. Will there be a filter or additional columns for this?
    • I have seen that the topic of UX has already been mentioned here and I would like to support it with my post as well. The need is there, for example, to implement filters and sorting functions as we know them from Excel.

    This also applies to many other views.

    Thx, Sven.



    ------------------------------
    Sven Liepelt
    ------------------------------

    Original Message


  • 24.  RE: Deprecation of the Overview (Evaluation) page

    Posted 03-17-2025 10:20
    No replies, thread closed.

    Are there any updates as to release date for these changes? Any further details that can be provided to our customers/users?



    ------------------------------
    Judy Kerbel
    ------------------------------

    Original Message


  • 25.  RE: Deprecation of the Overview (Evaluation) page

    Posted 03-18-2025 14:47
    No replies, thread closed.

    Hello, 

    The updated release date for the Overview (Evaluation) page deprecation is May 12th.

    Thanks, 
    Cliff Bell



    ------------------------------
    Cliff Bell
    Senior Director, Innovations
    ------------------------------

    Original Message


  • 26.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-08-2025 14:03
    No replies, thread closed.

    Hello, Is this still anticipated to change on May 12th? 



    ------------------------------
    Caleb Koehler
    SYSTEM AMD DEVELOPMENT ANALYST 1
    ------------------------------

    Original Message


  • 27.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-08-2025 14:30
    No replies, thread closed.

    @Caleb Koehler The GA date has been moved to June 02



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 28.  RE: Deprecation of the Overview (Evaluation) page
    Best Answer

    Posted 05-26-2025 07:20
    No replies, thread closed.

    Just an update for everyone watching on this thread.  We have shifted the date of this release / deprecation to the week of June 30th.

    Sorry for any inconvenience, however, we are still completing our testing efforts and will need a few more cycles to have that complete.

    Thanks,



    ------------------------------
    Rakesh Tailor
    Vice President, Product Management
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 29.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-26-2025 07:44
    No replies, thread closed.

    Hi @Rakesh Tailor! Thank you so much for the update! 

    In our company we are cusrious if this release will stick only to the changes announced here? https://help.mypurecloud.com/announcements/genesys-cloud-to-deprecate-the-overview-evaluations-page-under-performance/

    Or is there any additional changes coming in this release?



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 30.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-26-2025 07:53
    No replies, thread closed.

    Yes, the scope of changes as outlined on that page is still accurate.

    Thanks,



    ------------------------------
    Rakesh Tailor
    Vice President, Product Management
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 31.  RE: Deprecation of the Overview (Evaluation) page

    Posted 04-02-2025 16:27
    No replies, thread closed.

    Our QA managers have several questions regarding the upcoming changes.   Hopefully you can answer the following questions they have as follows:

    1.  Does this mean to see Agent Activity, we will still go to Performance > Overview (Evaluations) to obtain this information and really all PureCloud is doing is under Performance > Workspace > Agent Activity (screenshot below) we will now have filters for "Supervisor" or "Evaluator" (note: my view below does not have this filter, assuming it will be present after this release?). When would a user use "Supervisor" versus "Evaluator?" OR does this mean something else?


    2. Per the PureCloud Community image starting with Evaluation Activity:

    Does this mean that we will still be able to view Evaluation Activity by going to Performance > Overview (Evaluations) > Quality Admin and then we will see a Quality Admin tab and once we click on that tab, we will be to see and be able to search by evaluators?

    3. Per the PureCloud Community page labeled Calibrations Activity:

    Does this mean we will still be able to view Calibration Activity by going to Performance > Overview (Evaluations) > Quality Admin and then we will see a Calibrations tab and once we click on that tab, we will be to see calibration activity?

    4. Per the Interactions Needing Attention image:

    Does this mean that in order to see interactions needing attention (essentially audits assigned to a QA analyst) or audits completed, we need to go to Performance > Overview (Evaluations), click on Quality Evaluator tab and then go to Analytics Workspace (assuming this is another tab we need to click on), and then click on Assigned Evaluations?



    ------------------------------
    Brad Okamoto
    Sr. Network Engineer
    ------------------------------

    Original Message


  • 32.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-28-2025 00:07
    No replies, thread closed.
    1. Does this mean to see Agent Activity, we will still go to Performance > Overview (Evaluations) to obtain this information and really all PureCloud is doing is under Performance > Workspace > Agent Activity (screenshot below) we will now have filters for "Supervisor" or "Evaluator" (note: my view below does not have this filter, assuming it will be present after this release?). When would a user use "Supervisor" versus "Evaluator?" OR does this mean something else? – [JR] No, the location is the agent activity view. As a Supervisor, I see the following data:

    As an Evaluator, I wee the following data:

    2. Per the PureCloud Community image starting with Evaluation Activity:

    Does this mean that we will still be able to view Evaluation Activity by going to Performance > Overview (Evaluations) > Quality Admin and then we will see a Quality Admin tab and once we click on that tab, we will be to see and be able to search by evaluators? [JR] No, the overview page will no longer be available. You will use the Evaluators view under Quality Admin.

    3. Per the PureCloud Community page labeled Calibrations Activity:

    Does this mean we will still be able to view Calibration Activity by going to Performance > Overview (Evaluations) > Quality Admin and then we will see a Calibrations tab and once we click on that tab, we will be to see calibration activity? [JR] No, the overview page will no longer be available. You will find calibrations by going to Evaluations > Calibrations tab (New)

    4. Per the Interactions Needing Attention image:

    Does this mean that in order to see interactions needing attention (essentially audits assigned to a QA analyst) or audits completed, we need to go to Performance > Overview (Evaluations), click on Quality Evaluator tab and then go to Analytics Workspace (assuming this is another tab we need to click on), and then click on Assigned Evaluations?  =[JR] No, the new navigation path is: Analytics Workspace > My Assigned Evaluations tab (New)

     

     



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 33.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-28-2025 01:15
    No replies, thread closed.

    Hi @Jose Ruiz, 

    I have a Q reg the screenshot/view that you shared that will be available as a Supervisor:

     Who is a Supervisor? as in supervisor of the Evaluators OR supervisor of agent?

    Thanks,

    Vikas



    ------------------------------
    Vikas Dhall
    ------------------------------

    Original Message


  • 34.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-10-2025 18:27
    No replies, thread closed.

    Just a friendly nudge @Jose Ruiz, in case if you have accidentally missed my query, please.

    Thanks,

    Vikas



    ------------------------------
    Vikas Dhall
    ------------------------------

    Original Message


  • 35.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-24-2025 18:03
    No replies, thread closed.

    Hi @Jose Ruiz, I am still awaiting an answer, please? This would help us communicate and prepare for the change. The sooner the better. Have already been waiting for over a month.

    Q - In the screenshot/view that you shared that will be available as a Supervisor:

     Who is a Supervisor? as in supervisor of the Evaluators OR supervisor of an agent?

    Thanks,

    Vikas



    ------------------------------
    Vikas Dhall
    ------------------------------

    Original Message


  • 36.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-24-2025 18:51
    No replies, thread closed.

    @Vikas Dhall Supervisor of the agent.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 37.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-26-2025 16:09
    No replies, thread closed.

    I wanted to share a quick update-the Overview deprecation, will be delayed by one week. The updated release date is July 7, 2025.

    We're making a few final adjustments to ensure it delivers the quality and performance you expect.

    Thanks so much for your patience and understanding! We'll keep you posted as soon as the new release.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 38.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-27-2025 10:58
    No replies, thread closed.

    Hi Jose, is it just the deprecation of the Overview (Evaluation) page that is being delayed? Will the new screens still be released next week or have they also been delayed?



    ------------------------------
    Melissa Vestal
    Senior Manager, Contact Center Technologies
    ------------------------------

    Original Message


  • 39.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-27-2025 14:45
    No replies, thread closed.

    Both the deprecation of the Overview page and the updated/new views updated release date is July 7, 2025.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 40.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-09-2025 07:06
    No replies, thread closed.

    Hi, I see this change has now taken place but I don't seem to have the view as function withing the Agent Evaluations page (I am a quality administrator, manage the quality function and undertake evaluations myself. With this new change do roles/permissions need further tweaking Vs prior to the change.

    Another question apologies, will previously undertaken evaluations still be recorded, against individual agents? And evaluation forms previously created still live? And any policies set up are these still active?

    Will the training material on Genesys Beyond be updated to reflect these changes?

    Thank you for your help.



    ------------------------------
    Kerry Maskell
    IT
    ------------------------------

    Original Message


  • 41.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-09-2025 10:16
    Edited by Jose Ruiz 07-10-2025 14:20
    No replies, thread closed.

    Hello @Kerry Maskell,

    You can find the permission requirement information in the updated RC articles:

    No impacts to historical data nor ongoing Quality policies. The training on Genesys Beyond will be updated to reflect the changes.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 42.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 08:03
      |   view attached
    No replies, thread closed.

    Hi @Jose Ruiz 

    We assumed that the part Quality Admin / Agent Evaluation and Quality Admin / Evaluators would get its own permission object during the change. However, I have seen that it is still part of the quality:evaluation:add permission. Our customer service works with external service providers who should not see each other in the system. Particularly, the two mentioned views are critical in this context. I still have no viable way to restrict access. Although the permission has a checkmark for Division Aware, it does not work as we would expect, meaning that each division only sees its own users; instead, all users in the system are displayed. If I disable the quality:evaluation:add permission, the service providers cannot perform manual evaluations. The policies are not flexible enough in the matching criteria for us to use this approach. I am at a loss. I had so much hope in this idea. Maybe I missed something. It would have been the solution for us to decouple these two views from the quality:evaluation:add permission. Any Ideas?

    Thx for feedback!

    Regards, Sven



    ------------------------------
    Sven Liepelt
    ------------------------------

    Original Message


  • 43.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 09:34
    No replies, thread closed.

    Well, my department has only been using Genesys for four months and we are totally lost again. Luckily we have a meeting already scheduled for Monday, so hopefully we can get someone to explain these changes to us and walk us through how this all works. At this point we don't know if the Roles we built have the correct permissions for seeing the new screens or where to go exactly. 



    ------------------------------
    Nettie B Roe
    Telecommunications Tech
    ------------------------------

    Original Message


  • 44.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 10:22
    No replies, thread closed.

    Hello @Sven Liepelt,

    Please let me know what are the limitations you found with policies that prevents you from using them. Also, we are starting working on making evaluation and survey forms division aware, which should alleviate the issue as well. We are targeting a late Q4 release for that work. 

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 45.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-14-2025 10:29
    No replies, thread closed.

    Hey @Jose Ruiz, thanks for feedback. We are following this idea in the Aha! portal: Include custom participant attributes as | Genesys Cloud Ideas Portal.

    In oure case we need Division, Skill/Skillexpressiongroup and participant data attributes to have a useful match.

    • Division for differentiation of different external servicepartner companies and locations
    • Skill/Skillexpressiongroup (we call it skillprofile) for the correct evaluator knowledge match also cross division
    • Interactions participant data attributes (skillprofile) for the evaluator knowledge match

    Regards, Sven



    ------------------------------
    Sven Liepelt
    ------------------------------

    Original Message


  • 46.  RE: Deprecation of the Overview (Evaluation) page

    Posted 08-04-2025 13:35
    No replies, thread closed.

    Hi Jose, 

    I have seen the courses on beyond have been updated, thank you, and I have been back over them.

    Something I am struggling with at the moment is that I can't see old evaluations that have been completed pre the change, in the Admin-Agent Evaluation section so can't see an overall YTD score and No. of evaluations completed for agents.

    Sorry if I have missed information on this. Many thanks for your help, Kerry



    ------------------------------
    Kerry Maskell
    IT
    ------------------------------

    Original Message


  • 47.  RE: Deprecation of the Overview (Evaluation) page

    Posted 04-01-2025 20:31
    No replies, thread closed.

    Thanks for the info Herrick!

    Hopefully this isn't something that I've missed - will there be reporting available on each question in an evaluation form?

    IE Evaluation form 1 has 5 questions, question 1 has scored 50% overall, question 2 has scored 100% overall etc etc.

    It would be a valuable way to highlight recurring issues - currently we track this manually in my organisation.

    Thanks very much,



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    BEYOND BANK AUSTRALIA
    ------------------------------

    Original Message


  • 48.  RE: Deprecation of the Overview (Evaluation) page

    Posted 04-07-2025 17:30
    No replies, thread closed.

    Hello @Isabella Clutterham,

    Question level is a feature we are actively working on. At this point, we are aiming at a late Q3 delivery date. We will announce an actual date and more information as we advanced with the development work.


    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 49.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-29-2025 16:19
    No replies, thread closed.

    What is the update on this please? Spring is almost over. Thank you. 



    ------------------------------
    Nettie B Roe
    TBD
    ------------------------------

    Original Message


  • 50.  RE: Deprecation of the Overview (Evaluation) page

    Posted 05-29-2025 20:10
    No replies, thread closed.

    Hello @Nettie B Roe

    The release date has been updated to June 30, 2025.

    Regards



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 51.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-10-2025 07:11
    No replies, thread closed.

    Do we have a target date for when this change will go into effect?



    ------------------------------
    Melissa Vestal
    Senior Manager, Contact Center Technologies
    ------------------------------

    Original Message


  • 52.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-10-2025 09:15
    No replies, thread closed.

    Hello @Melissa Vestal the updated GA date is June 30, 2025

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 53.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-24-2025 10:17
    No replies, thread closed.

    Hello, I did not see anything in the release notes for this week.  Do we have a target date for when this change will go into effect?



    ------------------------------
    Andrea King
    ------------------------------

    Original Message


  • 54.  RE: Deprecation of the Overview (Evaluation) page

    Posted 06-24-2025 10:22
    Edited by Jose Ruiz 06-26-2025 16:10
    No replies, thread closed.

    I wanted to share a quick update—the Overview deprecation will be delayed by one week. The updated GA date is July 7, 2025. We're making a few final adjustments to ensure it delivers the quality and performance you expect.

    Thanks so much for your patience and understanding! We’ll keep you posted as soon as the new release



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 55.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-07-2025 14:21
    No replies, thread closed.

    Hi! Has there been another change with the GA date?



    ------------------------------
    Charletta Thompson
    ------------------------------

    Original Message


  • 56.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-07-2025 14:27
    No replies, thread closed.

    The feature is being released this week as per the Genesys Cloud release schedule: Genesys Cloud feature release schedule - Genesys Cloud Resource Center.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 57.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-08-2025 05:24
    Edited by Ekaterina Kononova 07-10-2025 03:16
    No replies, thread closed.

    Hi, @Jose Ruiz! Thank you for all the support and updates during these months. 

    I'v been playing around in our India org the whole morning and also updating internal documentation. All looks good, no major differences besides where to find views.

    I have couple of questions:

    What is the difference between Evaluator and Supervisor view in Agent Evaluations? 

    What timestamp is respected by date and time filter in Agent Evaluations view, My Assigned Evaluations, My Evaluations and Calibration Evaluations?



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 58.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 03:37
    No replies, thread closed.

    Hi @Jose Ruiz! I think my questions were lost among others. DO you think you could help me to get them answered?



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 59.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-15-2025 05:25
    No replies, thread closed.

    hi @Jose Ruiz! kind reminder about my questions :)



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 60.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-08-2025 12:29
    No replies, thread closed.

    Hi Jose, 

    New to the Community. Will the migration impact any historical data? 

    ------------------------------

    Angel Calloway



    ------------------------------
    Angel Calloway
    ------------------------------

    Original Message


  • 61.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-14-2025 23:41
    No replies, thread closed.

    Hi Angel,

    I do remember this reading somewhere in this thread only that the historical reporting isn't impacted with this change.

    Thanks,

    Vikas



    ------------------------------
    Vikas Dhall
    ------------------------------

    Original Message


  • 62.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 09:10
    No replies, thread closed.

    Hey Jose,

    I'm running into a potential issue with the new UI. Previously, our QA Admin had the ability to easily view how many evaluations each evaluator had completed, who those evaluations were for, and could quickly review them. This functionality was essential for auditing both the quality and quantity of an evaluator's work.

    However, I'm unable to locate this feature in the updated interface, which is deeply concerning. If this functionality has been removed, it significantly impacts our ability to maintain oversight and accountability within the QA process.



    ------------------------------
    Jonathan LeBlanc
    ------------------------------

    Original Message


  • 63.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 11:40
    No replies, thread closed.

    Hi Jonathan, thank you for posting your concern. My organization has a similar issue identified this morning. I look forward to seeing Genesys response identifying where / how to perform this activity after the change.



    ------------------------------
    Thomas Golden
    Senior Analyst
    ------------------------------

    Original Message


  • 64.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 13:35
    Edited by suyog gupta 07-10-2025 13:42
    No replies, thread closed.

    Isn't this can be seen on the Quality Admin > Evaluators > Evaluator page where it will show "Interactions Needing Attention" and "Completed Interactions" along with details of  Release Date/Time, Agent, Evaluation Form, Score. OR i am totally misunderstanding.



    ------------------------------

    Original Message


  • 65.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 15:04
    No replies, thread closed.

    @suyog gupta you are correct. @Jonathan LeBlanc @Thomas Golden Please let me know if you have issues accessing the Evaluator page or if you any other issues or questions.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 66.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 16:15
    No replies, thread closed.

    I totally forgot that that was a thing in the Admin panel. Thanks all for the reminder!



    ------------------------------
    Jonathan LeBlanc
    ------------------------------

    Original Message


  • 67.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 09:27
    No replies, thread closed.

    I would like to point out that this was not announced in release notes as a depreciation. Instead, all that was said in the release notes was nested inside the "Evaluation data access via consolidated reporting views" feature release section "Genesys Cloud will retire the Performance > Overview (Evaluations) page".

    Normally deprecations are called out specifically in the deprecations section. I missed this when reading release notes and this morning the business noticed it was gone. Is it standard for deprecations to not be called out in the deprecations section? If they are going to be nested inside features, which I feel strongly that they should not, is it possible to bold deprecation calls outs in the future?



    ------------------------------
    Caleb Smith
    IGS Energy
    ------------------------------

    Original Message


  • 68.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 09:59
    No replies, thread closed.

    Hello @Caleb Smith,

    The name  in this post is deceiving I agree, but this was not a proper deprecation as the views were not deprecated, but rather moved to a different location. When functionalities are truly deprecated we go through the deprecation announcement process and when the changes are pushed, they are listed under the deprecation section, as you mention. I am sorry for the confusion.

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 69.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 10:01
    No replies, thread closed.

    Thank you for the clarification, Jose! I can see why it was done this way, given that the feature was just moved. it just caused some support issues for us this morning when it was suddenly gone.



    ------------------------------
    Caleb Smith
    IGS Energy
    ------------------------------

    Original Message


  • 70.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 14:17
    No replies, thread closed.

    @Jose Ruiz Our evaluators have noticed a change in the behavior of the user interface when completing/submitting an evaluation. When they complete it, prior to this update the evaluation would be closed. Now however when they complete/submit the evaluation the evaluation stays open on screen and they are offered an option to "revise" the evaluation. Is this the intended/expected behavior?



    ------------------------------
    Cory Etmund
    Desktop Engineer
    ------------------------------

    Original Message


  • 71.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 03:34
    No replies, thread closed.

    Hi! 

    To all in this thread, in our company we used this announcement page to inform the users about upcoming changes. It describes all the changes which happened during this week in relation to Evaluation experience https://help.mypurecloud.com/announcements/genesys-cloud-to-deprecate-the-overview-evaluations-page-under-performance/ 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 72.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 08:56
    No replies, thread closed.

    @Jose Ruiz we are experiencing the same issue which reduces our efficiency gains through assigning of evaluations. 



    ------------------------------
    Glenda Kingston
    ------------------------------

    Original Message


  • 73.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 16:09
    No replies, thread closed.

    Maybe I missed it, but how does a user view the "My Evaluations" information for other users? For example, how does a supervisor of evaluators view the assigned and completed evaluations workloads for individual and groups of evaluators now?



    ------------------------------
    James Starling
    Member Service Center Quality Assurance Manager
    Global Federal Credit Union
    j.starling@globalcu.org
    Anchorage, AK
    United States
    ------------------------------

    Original Message


  • 74.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-10-2025 16:14
    No replies, thread closed.

    You're experiencing what we did in our org I believe:



    ------------------------------
    Jonathan LeBlanc
    ------------------------------

    Original Message


  • 75.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 10:55
    No replies, thread closed.

    Do you (or anyone) know if there is a place for evaluators (not Admin) see their total number of completed evaluations to date?  I can look at it for my team through the Admin page, but I don't see anywhere for my evaluators to do their own pulse check...



    ------------------------------
    Shanna Carson
    ------------------------------

    Original Message


  • 76.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 11:00
    No replies, thread closed.

    From the interactions view - by applying evaluation related filters. 



    ------------------------------
    suyog gupta
    Principal Management Engineer
    ------------------------------

    Original Message


  • 77.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 11:14
    No replies, thread closed.

    they can find a list of evaluations in Performance>Workspace>My Assigned Evaluations. But I don't think they can have a view of the total number. 



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 78.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-11-2025 11:19
    No replies, thread closed.
    you can find this information from the Admin menu --> Evaluators under the Quality section:


    Andrea King

    Agile Product Manager, Elevance Health

    W@H | M: (518) 330-3103

    andrea.king@elevancehealth.com

     

    Upcoming PTO:   8/11-8/15, & 11/6-11/11




    Original Message


  • 79.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-14-2025 12:05
    No replies, thread closed.

    @James Starling This information can be found in Admin > Quality > Evaluators

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 80.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-15-2025 13:55
    No replies, thread closed.

    Thank you for the response. 



    ------------------------------
    James Starling
    Member Service Center Quality Assurance Manager
    Global Federal Credit Union
    j.starling@globalcu.org
    Anchorage, AK
    United States
    ------------------------------

    Original Message


  • 81.  RE: Deprecation of the Overview (Evaluation) page

    Posted 07-15-2025 17:36
    Edited by Erin Thomsen 07-15-2025 17:36
    No replies, thread closed.

    Hello Genesys Team, providing positive feedback from our Team Leads that the "deprecation of the evaluations page is 10x BETTER!". No response is necessary.



    ------------------------------
    Erin Thomsen
    ------------------------------

    Original Message


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