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.
Original Message:
Sent: 02-25-2025 13:50
From: Paul Turner
Subject: Deprecation of the Overview (Evaluation) page
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 ANDquality: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,
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Paul Turner
Senior Product Manager
Genesys - Employees
Original Message:
Sent: 02-21-2025 10:38
From: Ekaterina Kononova
Subject: Deprecation of the Overview (Evaluation) page
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.
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 02-21-2025 10:32
From: Ekaterina Kononova
Subject: Deprecation of the Overview (Evaluation) page
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:
- work team matching policy name;
- customer facing queues for this country and this media type;
- recording retention of 10 days;
- create evaluations by agent;
- agent connected duration - applicable only for voice, reflects total talk and hold time for entire conversation; the value is defined by the country;
- time zone relevant for the country;
- evaluation form matching language used in the country and departnemt/skill (QAS for Sales, QAR for Resolutions and QBS for B2B Sales);
- team leader of the selected work team (if unclear can be verified with the country Quality Specialists, Intraday Specialists or XD Specialist);
- 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 or several thousand users in the markets and help them love QM in Genesys :)
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 02-21-2025 10:08
From: Herrick Mai
Subject: Deprecation of the Overview (Evaluation) page
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
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Herrick Mai
Principal Product Manager
Original Message:
Sent: 02-12-2025 03:37
From: Ekaterina Kononova
Subject: Deprecation of the Overview (Evaluation) page
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!
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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
Original Message:
Sent: 02-11-2025 12:53
From: Herrick Mai
Subject: Deprecation of the Overview (Evaluation) page
- 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)
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Herrick Mai
Principal Product Manager
Original Message:
Sent: 02-11-2025 12:52
From: Herrick Mai
Subject: Deprecation of the Overview (Evaluation) page
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.
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Herrick Mai
Principal Product Manager
Original Message:
Sent: 01-30-2025 14:08
From: Herrick Mai
Subject: Deprecation of the Overview (Evaluation) page
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
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Herrick Mai
Principal Product Manager
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