Genesys Cloud - Main

Hi there,

Currently, when our agents leave a comment on an evaluation received by a manager there is no notification sent to the manager that there's been a comment left.

Is there a way to alert a manager when an evaluation receives a comment? I'm wondering if this would be an alert rule?

#Reporting/Analytics

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Caitlyn Petrousek
Other
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Hello Caitlyn, 

Yes you can set up notifications for evaluation comments using alert rules. 

You can do this by creating a custom alert rule. Go to the Alert Rules workspace, click add to create a new rule, go through the prompts, such as naming etc, then you can select the appropriate rule type. For your case you would want to focus on quality management metrics. 

In the configuration you can specify which managers should receive notifications. Then you will set the conditions for when the alert should trigger. Finally you can define the notification method (email, SMS or in-platform notification)

However for the specific trigger for evaluation comments may require additional configuration or dev work. I don't have a lot of experience for doing this with evaluation comments so it may require using Genesys Cloud APIs to create something custom. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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I don't see anything in the Alert Rules that will help, unfortunately.

I do see that you can set up a Trigger based upon the topic v2.quality.evaluations

The schema for that one contains a value "agentCommentHasUpdated": true that you can key on to run a workflow and use functionality in the workflow to find the agent, agent's manager, and send some kind of message to that manager...

Not easy, but looks like it can be done

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Great question! This would be very useful

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Deepa Galaiya
Product Owner, Customer Interactions
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