Very interesting...I might anticipate that if the policies require a publish after a change like some other settings, and allow you to see the versions. But that's not how their config is set up.
I'm hoping to hear the final diagnosis from Dev Support on your case.
Original Message:
Sent: 09-17-2025 23:28
From: suyog gupta
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
Hi Shelby,
I am glad that you raised this here. As we have been seeing that the automated quality policy assignment does not work the way we expect and there is NO great material available on the resource center where we keep getting pointed to. So, we have raised a case with support team and its been almost over a month and half where tech engineer is not able to pin point why the policy is not working as expected. We have policies for both weekly and as well as monthly level and luckily i was able to run SQL queries and provide support team exact number of evals i expect and the actual # of evals that policy is assigning. Finally, after all the wait of months - few hours back is when my case got updated and engineer acknowledged that there is issue with policy with this response - This variance has been traced to an issue with policy version processing, where the daily processing system selected an earlier version of the policy rather than the current one. I am not exactly sure what does this really mean but i am waiting to hear more from them. But root cause for your policy can be different then mine. But clearly automated assignment policies have issues somewhere.
Hope this helps that you are not the only one facing issue. :) Happy to connect more on this!
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suyog gupta
Principal Management Engineer
Original Message:
Sent: 09-09-2025 18:43
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
At this point, I would like to understand how the system allocates throughout the month. For example, if a policy is set up for 4 evaluations per agent per month, when are those allocated? Why are evaluations not assigned in the first week if/when interaction criteria is met? I understand that it doesn't frontload, but when can these be expected?
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Shelby Cronk
Original Message:
Sent: 09-04-2025 18:24
From: Mark Fagus
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
Hey Shelby, hope you are well. What types of issues are you experiencing with Policies?
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Mark Fagus
Senior Global WEM Business Specialist
Original Message:
Sent: 09-03-2025 17:09
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
Hey @Tracy Vickers, wrapping back around to this, did we ever come up with a solution? More often than not, I am seeing Quality Policies NOT work the way they are intended to. I recognize not wanting to front-load evaluations in the month, but I am consistently seeing evaluation policies not work at all at the beginning or any other time.
And it doesn't seem feasible to submit a support ticket for every single client, for every single policy. Would love some feedback from the QM Team on how to get these functioning.
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Shelby Cronk
Original Message:
Sent: 04-03-2024 04:04
From: Tracy Vickers
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
Hi Bev,
Welcome to the Community :-)
I've reached again to find an answer, please bear with me.
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Tracy
Genesys
Original Message:
Sent: 04-02-2024 14:37
From: Bev Molouf
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
Hi Tracy,
Are there any updates to this? Our policies are not working either. We are finding that not all agents are receiving the 3/week per the policy but there are enough interactions to create an evaluation on.
Bev Malouf
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Bev Molouf
Fastly, Inc.
Original Message:
Sent: 03-15-2024 10:01
From: Tracy Vickers
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
Hi Shelby,
Sorry I missed this I have been on leave - let me see if I can find anything else that can help you.
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Tracy
Genesys
Original Message:
Sent: 03-11-2024 11:53
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
This doesn't solve my question above but...
@Tracy Vickers I found this verbiage in the resource center article: https://help.mypurecloud.com/articles/create-recording-policy/
- A policy creates an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.
I'm confused because the first sentence implies that the system will create an evaluation but the example implies that it will not create an evaluation. Which is accurate?
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Shelby Cronk
C1
Original Message:
Sent: 03-08-2024 17:44
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?
In the first full week of the policy being in place, there are 35 agents across all of the queues, but only 15 of them were assigned evaluations. There were 920 interactions that fell within the connection period (calculated by total talk+total hold) for 22 of the agents. So I understand why 13 that didn't have interactions also didn't have an evaluation, but we still have 7 not being assigned interactions.
Criteria set:
- Queues: Queue A, Queue B, Queue C (some overlap between queues, but not all agents are in all queues)
- Date range: 2/18/2024-1/1/2025
Actions to Perform
- Create evaluations by agents
- Agents connected duration 5 minutes-10minutes
- Assign to one evaluator
- Fixed number of evaluations per period
- 1 interactions to evaluate per agent
- Time Interval: 1 week
#QualityEvaluations
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Shelby Cronk
C1
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