Hi Lee,
Evaluations will always be released to the agents and is the only action by default after completing it.
However, you can create a trigger that checks for released evaluations and run a workflow that updates the evaluation and sign it off.
Trigger sample:
Endpoint to sign-off the evaluation via data action:
PUT /api/v2/quality/conversations/$input.conversationId/evaluations/$input.evaluationId
Request body:
{
"agentComments": "<put comments here>",
"agentHasRead": true
}
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Niel Vicente
Technical Lead - DAMAC Properties
Ex-Genesys
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Original Message:
Sent: 12-09-2024 15:11
From: Lee Smith
Subject: Evaluation Assistance
Hi Nick, I realise your post was over a year ago now but just wondering if you had any luck with progressing this?
We're in exactly the same scenario where we want to auto assess certain topics and have the evaluation form never be released to the agent.
Also, do you know if there's any way to default a question to "No" if the auto assessment is negative (e.g. look for authorisation phrases, auto-assess to "Yes" if round, else default to "No")?
Regards,
Lee.
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Lee Smith
Senior Business Analyst Contract
Genesis Energy
lee.smith@genesisenergy.co.nz
Original Message:
Sent: 02-09-2023 15:31
From: Nick Argeson
Subject: Evaluation Assistance
Unfortunatley, the answer provided was what I already knew. I am specifically looking at having these evaluations auto-submitted and not released the the agent. Any help is appreciated.
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nicholas Argeson
Bethlehem Shared Services LLC.
Original Message:
Sent: 02-09-2023 15:23
From: Nicole Milliken
Subject: Evaluation Assistance
Hi @Nick Argeson
Your question now has an answer on the latest episode of The Q&A Show at the 29:10 mark! Thank you for submitting it and we hope it helps.
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Nicole Milliken
Genesys - Employees
Original Message:
Sent: 01-26-2023 15:22
From: nicholas Argeson
Subject: Evaluation Assistance
Hello all,
I am liking the newest update to QA and have some questions regarding Evaluation Assistance. I would like to set a policy to pull all calls from a specific queue and assign an evaluation to them that uses evaluation assistance. We have some black and white things that need to be mentioned on every call. Using the assistance, we could automate these evaluations and it would not require any user intervention.
My questions are, is there a way to automatically submit these evalutions without manually going into each one and also, is there a way to default that they are NEVER released to the agents?
#QualityManagement
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nicholas Argeson
Bethlehem Shared Services LLC.
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