Genesys Cloud - Main

Is there a way to update the evaluation notification subject line via Genesys CX desktop admin?  We have interactions that often start with one agent, are transferred to another agent.  The evaluation policy meets the criteria for the 1st agent handling the call and is the selected evaluation form for the eval.  However, the 2nd or last agent to handle the interaction in the timeline is the name that is displayed in the notification email.  It is causing confusion for the evaluators on who they are supposed to be evaluating because once you go to evaluation, it has the 2nd agent's name (who is not even a preferred agent), instead of the one they should be doing the evaluation on.  

I hope that makes sense.  I want to either not have an agent's name in the notification, or the agents name that the evaluation policy was triggered for.

#QualityManagement

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W. Sachen
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It makes perfect sense and I can see exactly what you are experiencing.  Here is the original idea around this: Evaluation Enhancement | Genesys Cloud Ideas Portal (aha.io).  From there you can see that when you evaluate a conversation, you can specify the agent to be evaluated.  Is that now showing up for you?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 01-30-2024 10:46
From: Wendy Sachen
Subject: Evaluation Notification Subject Line

Is there a way to update the evaluation notification subject line via Genesys CX desktop admin?  We have interactions that often start with one agent, are transferred to another agent.  The evaluation policy meets the criteria for the 1st agent handling the call and is the selected evaluation form for the eval.  However, the 2nd or last agent to handle the interaction in the timeline is the name that is displayed in the notification email.  It is causing confusion for the evaluators on who they are supposed to be evaluating because once you go to evaluation, it has the 2nd agent's name (who is not even a preferred agent), instead of the one they should be doing the evaluation on.  

I hope that makes sense.  I want to either not have an agent's name in the notification, or the agents name that the evaluation policy was triggered for.

#QualityManagement

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W. Sachen
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