Workforce Engagement Management

When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?

Thank you,

Melinda

Hi Melinda, it means that the dispute will not be automatically assigned to an individual as part of the dispute process. The evaluation review can be worked by any of the evaluators.

When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?

Thank you,

Melinda

Thank you for your reply, Mark.  That is helpful information.  I have another question.   If left unassigned do all evaluators get a notification in their inbox?  If not, where can we see that there has been a dispute on a review that needs to be handled?

Thank you, 

Melinda

Hi Melinda, it means that the dispute will not be automatically assigned to an individual as part of the dispute process. The evaluation review can be worked by any of the evaluators.

When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?

Thank you,

Melinda

Since it is left Unassigned there is not a notification delivered to your evaluators. It would be visible  by searching for Evaluations that are Unassigned. 

Thank you for your reply, Mark.  That is helpful information.  I have another question.   If left unassigned do all evaluators get a notification in their inbox?  If not, where can we see that there has been a dispute on a review that needs to be handled?

Thank you, 

Melinda

Hi Melinda, it means that the dispute will not be automatically assigned to an individual as part of the dispute process. The evaluation review can be worked by any of the evaluators.

When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?

Thank you,

Melinda

For Process Automation, might that include being able to assign the disputed evaluation to the agent's supervisor or a group of supervisors within a role? Trying to see how creative the automation would get. 

Since it is left Unassigned there is not a notification delivered to your evaluators. It would be visible  by searching for Evaluations that are Unassigned. 

Thank you for your reply, Mark.  That is helpful information.  I have another question.   If left unassigned do all evaluators get a notification in their inbox?  If not, where can we see that there has been a dispute on a review that needs to be handled?

Thank you, 

Melinda

Hi Melinda, it means that the dispute will not be automatically assigned to an individual as part of the dispute process. The evaluation review can be worked by any of the evaluators.

When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?

Thank you,

Melinda

Hi Dagmar,

Its possible if you statically set the agent's supervisor or if you perform a look up of the supervisor elsewhere. 

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Herrick Mai
Genesys - Employees

Original Message:
Sent: 06-12-2024 13:55
From: Dagmar Dollard
Subject: Evaluation Disputes

For Process Automation, might that include being able to assign the disputed evaluation to the agent's supervisor or a group of supervisors within a role? Trying to see how creative the automation would get. 

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Dagmar Dollard
Pentagon Federal Credit Union

Original Message:
Sent: 05-23-2024 10:12
From: Mark Fagus
Subject: Evaluation Disputes

Since it is left Unassigned there is not a notification delivered to your evaluators. It would be visible  by searching for Evaluations that are Unassigned. 

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Mark Fagus
Genesys - Employees

Original Message:
Sent: 05-23-2024 09:41
From: Melinda Butler
Subject: Evaluation Disputes

Thank you for your reply, Mark.  That is helpful information.  I have another question.   If left unassigned do all evaluators get a notification in their inbox?  If not, where can we see that there has been a dispute on a review that needs to be handled?

Thank you, 

Melinda

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Melinda Butler
Utilities Protection Center

Original Message:
Sent: 05-23-2024 09:03
From: Mark Fagus
Subject: Evaluation Disputes

Hi Melinda, it means that the dispute will not be automatically assigned to an individual as part of the dispute process. The evaluation review can be worked by any of the evaluators.

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Mark Fagus
Genesys - Employees

Original Message:
Sent: 05-21-2024 11:09
From: Melinda Butler
Subject: Evaluation Disputes

When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?

Thank you,

Melinda

#QualityManagement

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Melinda Butler
Utilities Protection Center
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