Genesys Cloud - Main

The following statement is on the resource centre:

• Genesys Cloud does not create evaluations for email and messaging interactions if the customer was the last participant on the interaction.

Can someone - @Angelo Cicchitto maybe - confirm for me what this means exactly? I know this is related to evaluation forms, but what do you suppose they mean by last participant here exactly?  The last participant that sent any message, or the last participant that was added/joined to a conversation?  My assumption is if a messaging interaction got to an agent, that agent was the last participant added in every scenario.  If they're talking the last participant that sent any message, then that doesn't make sense either as potentially you'd want to evaluate that interaction regardless - ie did the agent ignore the customer's message?

The following statement is on the resource centre:

• Genesys Cloud does not create evaluations for email and messaging interactions if the customer was the last participant on the interaction.

Can someone - @Angelo Cicchitto maybe - confirm for me what this means exactly? I know this is related to evaluation forms, but what do you suppose they mean by last participant here exactly?  The last participant that sent any message, or the last participant that was added/joined to a conversation?  My assumption is if a messaging interaction got to an agent, that agent was the last participant added in every scenario.  If they're talking the last participant that sent any message, then that doesn't make sense either as potentially you'd want to evaluate that interaction regardless - ie did the agent ignore the customer's message?

Hey Vaun, 

Do you mind sharing which article you found that o just to ensure I have the correct context for that statement? Thanks

The following statement is on the resource centre:

• Genesys Cloud does not create evaluations for email and messaging interactions if the customer was the last participant on the interaction.

Can someone - @Angelo Cicchitto maybe - confirm for me what this means exactly? I know this is related to evaluation forms, but what do you suppose they mean by last participant here exactly?  The last participant that sent any message, or the last participant that was added/joined to a conversation?  My assumption is if a messaging interaction got to an agent, that agent was the last participant added in every scenario.  If they're talking the last participant that sent any message, then that doesn't make sense either as potentially you'd want to evaluate that interaction regardless - ie did the agent ignore the customer's message?

https://help.mypurecloud.com/articles/create-evaluations-per-agent-overview/

Hey Vaun, 

Do you mind sharing which article you found that o just to ensure I have the correct context for that statement? Thanks

The following statement is on the resource centre:

• Genesys Cloud does not create evaluations for email and messaging interactions if the customer was the last participant on the interaction.

Can someone - @Angelo Cicchitto maybe - confirm for me what this means exactly? I know this is related to evaluation forms, but what do you suppose they mean by last participant here exactly?  The last participant that sent any message, or the last participant that was added/joined to a conversation?  My assumption is if a messaging interaction got to an agent, that agent was the last participant added in every scenario.  If they're talking the last participant that sent any message, then that doesn't make sense either as potentially you'd want to evaluate that interaction regardless - ie did the agent ignore the customer's message?

Thanks Vaun, I'll have to get back to you as that sentence does seem a bit off, I have asked the development team to do some testing before I can give you a clearer answer.

https://help.mypurecloud.com/articles/create-evaluations-per-agent-overview/

Hey Vaun, 

Do you mind sharing which article you found that o just to ensure I have the correct context for that statement? Thanks

The following statement is on the resource centre:

• Genesys Cloud does not create evaluations for email and messaging interactions if the customer was the last participant on the interaction.

Can someone - @Angelo Cicchitto maybe - confirm for me what this means exactly? I know this is related to evaluation forms, but what do you suppose they mean by last participant here exactly?  The last participant that sent any message, or the last participant that was added/joined to a conversation?  My assumption is if a messaging interaction got to an agent, that agent was the last participant added in every scenario.  If they're talking the last participant that sent any message, then that doesn't make sense either as potentially you'd want to evaluate that interaction regardless - ie did the agent ignore the customer's message?