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  • 1.  Evaluation Auto Assign Run Time

    Posted 02-14-2023 11:35
    No replies, thread closed.

    We've been using auto-assign evaluation policies for several months.  In the past, I could activate or make changes to a policy, and the policy would still assign calls for evaluations that evening.  Lately, I've noticed that when I make a change or start a policy, it doesn't run again until the next day.  For instance, I remove agents from a policy on Tuesday day but the next delivery of evaluations isn't until Wednesday night.  Is this working as designed?


    #QualityManagement

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    Ericka Heller
    Quality Assurance Manager
    Ferguson Enterprises LLC
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  • 2.  RE: Evaluation Auto Assign Run Time

    Posted 02-24-2023 20:30
    No replies, thread closed.

    Going out on a limb here, but I am guessing that the date for the timer is in Zulu time so it is probably already tomorrow when you change it today.  I have seen the same for schedules that pass the next time barrier in Zulu time.   



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Evaluation Auto Assign Run Time

    Posted 03-09-2023 11:55
    No replies, thread closed.

    Hi Ericka,

    Robert was correct in that the "end of day" is likely the start of the next day in UTC time.

    If the change is being made at 9 AM EST and nothing happens until the next night then please open a ticket and we can investigate.

    Thanks



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    Herrick Mai
    Genesys - Employees
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    Original Message


  • 4.  RE: Evaluation Auto Assign Run Time

    Posted 03-22-2023 22:21
    No replies, thread closed.

    I removed agents from auto-assign policies today at approximately 3:30pm (Central) and the policies did not run tonight as they should have.  Additionally, according to this article (https://help.mypurecloud.com/articles/assign-evaluations-per-agent-overview/), "Adding and removing agents does not affect the entire policy" and should not cause any disruption.  I will submit a ticket as you recommended.



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    Ericka Heller
    Ferguson Enterprises LLC
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    Original Message


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