Hey Heather,
I was originally wondering if calibrations would have worked as they are evaluations that are done but do not affect the agent's score. But ultimately you do want to release to the agent at times, so it may fit more with this idea https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-219
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Herrick Mai
Principal Product Manager
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Original Message:
Sent: 01-23-2025 02:38
From: Heather Henderson
Subject: Excluding completed evaluations from the overall evaluation score
In some cases it will be released, and in others it won't.
I am guessing the direction you are going in is that if I don't release, the score won't be included (that would deal with one scenario!)?
If so, then the only scenario I need to consider now is where the evaluation is being released - is there anyone who has this scenario and can you tell me how you deal with it?
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Heather Henderson
Original Message:
Sent: 01-22-2025 11:57
From: Herrick Mai
Subject: Excluding completed evaluations from the overall evaluation score
Hi Heather,
For these specialised evaluations, is the intent for them to be released to the agent or is it only an internal thing?
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Herrick Mai
Principal Product Manager
Original Message:
Sent: 01-22-2025 09:44
From: Heather Henderson
Subject: Excluding completed evaluations from the overall evaluation score
Hi.
We have a situation where evaluations are completed on interactions for specialised work. This is not completed for all agents as not everyone is trained. For overall fairness, we would like to exclude the scoring of the specialised evaluations from the overall evaluation score, in order to have a fair comparison. Does anyone have a similar situation and can you share how you incorporate this?
Many thanks
Heather
#QualityManagement
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Heather Henderson
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