Workforce Engagement Management

Can someone shed some light on the specifics of setting a "queue" as criteria on the evaluation policy? 

• Does it only look at members of that queue and assign an evaluation on any conversation (not necessarily in that designated queue) that they've participated in? 
• Does it only look at conversations in that particular queue?

Need help understanding, as we have added 2 queues to the criteria section and not the third.  The policy is assigning conversations for the agent, as they are a member of one of the 2 queues on the policy, but it is assigning conversations from the 3rd queue to be evaluated.  This doesn't make sense unless it is only looking at the membership of the queue and not the interaction the queue came into? 

Follow up question: Does Genesys only assign evaluations overnight? or should it be assigning throughout the day? 

#QualityEvaluations

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Shelby Cronk
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Hi Shelby 

Criteria act as "selection rules" that identify specific interactions to apply actions to. This requires analyzing the action type you configured to create the evaluation.
To create evaluations by evaluator, the policy selects the first agent connected to the interaction as the agent to be evaluated.
To create an evaluation by agent, the policy selects the last agent who participated in the interaction and serves the specified users, queues, or teams that match the criteria.

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Lilian Masselli
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Original Message:
Sent: 10-13-2025 13:51
From: Shelby Cronk
Subject: Evaluation Policy: Queue Criteria

Can someone shed some light on the specifics of setting a "queue" as criteria on the evaluation policy? 

• Does it only look at members of that queue and assign an evaluation on any conversation (not necessarily in that designated queue) that they've participated in? 
• Does it only look at conversations in that particular queue?

Need help understanding, as we have added 2 queues to the criteria section and not the third.  The policy is assigning conversations for the agent, as they are a member of one of the 2 queues on the policy, but it is assigning conversations from the 3rd queue to be evaluated.  This doesn't make sense unless it is only looking at the membership of the queue and not the interaction the queue came into? 

Follow up question: Does Genesys only assign evaluations overnight? or should it be assigning throughout the day? 

#QualityEvaluations

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Shelby Cronk
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Hi Shelby! 

Normally it looks if a conversation ever was in the selected queue
For the third queue selected in evaluations, did you notice if these interactions were ever transferred? 
If an agent from sales team transferred an interaction to after-sales, we had after-sales assigned evaluation, EVEN IF the sales queue was conditions in the policy.

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
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Original Message:
Sent: 10-13-2025 13:51
From: Shelby Cronk
Subject: Evaluation Policy: Queue Criteria

Can someone shed some light on the specifics of setting a "queue" as criteria on the evaluation policy? 

• Does it only look at members of that queue and assign an evaluation on any conversation (not necessarily in that designated queue) that they've participated in? 
• Does it only look at conversations in that particular queue?

Need help understanding, as we have added 2 queues to the criteria section and not the third.  The policy is assigning conversations for the agent, as they are a member of one of the 2 queues on the policy, but it is assigning conversations from the 3rd queue to be evaluated.  This doesn't make sense unless it is only looking at the membership of the queue and not the interaction the queue came into? 

Follow up question: Does Genesys only assign evaluations overnight? or should it be assigning throughout the day? 

#QualityEvaluations

------------------------------
Shelby Cronk
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