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  • 1.  Evaluation Statuses

    Posted 07-24-2024 06:12
    No replies, thread closed.

    For Evaluations there are 5 statuses:

    In progress

    In Review

    Pending

    Retracted

    Finished

    However, it is not clearly defined anywhere what each of this mean? I know some are self-explanatory but can anyone provide a clear definition for each one?

    Thanks,

    James


    #QualityManagement

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    James Foster
    Connect (Connect Managed Services (UK) Limited)
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  • 2.  RE: Evaluation Statuses
    Best Answer

    Posted 07-24-2024 06:53
    No replies, thread closed.

    For anyone who's curious I've tested this myself and outlined the statuses below:

    Pending - Evaluation created and assigned to evaluator
    In Progress - Evaluator has started the evaluation and Saved the form
    In Review - Advisor has disputed the score
    Retracted - evaluation has been disputed and the evaluation has been rescored (in this case there will be 2 separate evaluations for the same interaction)
    Completed - Evaluator has completed the evaluation. The status is the same whether or not the evaluator chooses to release the evaluation to the agent for review. The agent's review does not change the status again unless they dispute the score



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    James Foster
    Connect Managed Services (UK) Limited
    ------------------------------



  • 3.  RE: Evaluation Statuses

    Posted 07-24-2024 09:38
    No replies, thread closed.

    This is good information, as it appears we don't have any specific documentation regarding these statues. Marking best answer!



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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