Workforce Engagement Management

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  • 1.  Evaluation Disputes

    Posted 24 days ago

    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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  • 2.  RE: Evaluation Disputes

    GENESYS
    Posted 22 days ago

    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
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  • 3.  RE: Evaluation Disputes

    Posted 22 days ago

    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
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  • 4.  RE: Evaluation Disputes

    GENESYS
    Posted 22 days ago

    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
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  • 5.  RE: Evaluation Disputes

    NEW MEMBER
    Posted 2 days ago

    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
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