How should this policy be structured to prevent an overload of calls being assigned to evaluators? I'm also curious have you experienced issues with policies assigning transfer calls to the wrong agent on the evaluation form with this setup?
Currently, I have four evaluators, each paired with a specific group of agents. I'm open to dissolving these pairings and allowing evaluators to grade calls across all agents if that's more effective. Additionally, should I create separate policies for each evaluator or one unified policy that covers all evaluators and grading guidelines?
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Hannah Elliott
Call Center Representative
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Original Message:
Sent: 08-15-2025 10:25
From: Mahyar Ghanbari
Subject: Evaluation by Evaluator AND Evaluation by Agent in the same Policy
Hi, In Genesys Cloud, a single evaluation policy can't use both by Evaluator and by Agent at the same time. To meet both daily quotas, you need two separate policies: one for Evaluator quota and one for Agent quota. Each policy will distribute evaluations independently.
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Mahyar Ghanbari
Workforce Planning and Reporting Analyst
Original Message:
Sent: 07-30-2025 14:56
From: Kianna Thompson
Subject: Evaluation by Evaluator AND Evaluation by Agent in the same Policy
When creating an evaluation policy, does the system allow both the Evaluation by Evaluator AND the Evaluation by Agent to both be selected within the same policy? The use case for a client I support is that they would like for the system to distribute x amount of evals each day to the evaluators (by using the eval by evaluator option), in addition to the system assigning x amount of evals per agent (by using the eval by agent option).
#QualityEvaluations
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Kianna Thompson
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