Workforce Engagement Management

Current setup: In our existing Genesys Cloud setup, we have a Quality Management policy in place that governs the evaluation process. As per this configuration:

• Once a Quality Evaluator completes an evaluation, the form is automatically released to the agent.
• This release is immediate and does not include any intermediate review or approval step by the agent's manager or supervisor

Expected: Upon completion of an evaluation by the Quality Evaluator, the evaluation form is first sent to the respective agent's manager for review.Only after the manager has reviewed the evaluation, it should be released to the agent.

We have explored the "Create Calibration Evaluation" feature as a potential workaround. However:

• This feature allows assigning the evaluation to only one individual, typically a manager or evaluator.
• It does not support dynamic assignment to each agent's individual manager based on organizational hierarchy.

#WEM-Quality,WFM,Gamification,etc

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Rawat Radhika
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Hi Rawat,

I am going to move this to the Genesys Cloud - Workforce Engagement Management Community, the experts there will be better placed to answer your question.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Could you use the Assign option before submitting? If you assign to the supervisor for example, you might save and release once they have reviewed? Or delay the release for one week later to give them time to review before the release? Or perhaps they can review and release?

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Heather Henderson
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