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  • 1.  if customer is "Last participant" in email and messaging interactions = no evaluations. What does this actually mean?

    Posted 11-06-2023 13:49
    No replies, thread closed.

    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?


    #QualityManagement

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    Vaun McCarthy
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  • 2.  RE: if customer is "Last participant" in email and messaging interactions = no evaluations. What does this actually mean?

    Posted 11-07-2023 05:18
    No replies, thread closed.

    Forwarding this to QM experts.



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: if customer is "Last participant" in email and messaging interactions = no evaluations. What does this actually mean?

    Posted 11-07-2023 10:03
    No replies, thread closed.

    Hey Vaun, 

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



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    Herrick Mai
    Genesys - Employees
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  • 4.  RE: if customer is "Last participant" in email and messaging interactions = no evaluations. What does this actually mean?

    Posted 11-07-2023 13:17
    No replies, thread closed.

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



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    Vaun McCarthy
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    Original Message


  • 5.  RE: if customer is "Last participant" in email and messaging interactions = no evaluations. What does this actually mean?

    Posted 11-10-2023 10:09
    No replies, thread closed.

    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.



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    Herrick Mai
    Genesys - Employees
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    Original Message


  • 6.  RE: if customer is "Last participant" in email and messaging interactions = no evaluations. What does this actually mean?

    Posted 11-22-2024 03:00
    No replies, thread closed.

    Hello,

    I also wonder what it means exactly.
    2024 is about to end but neither the article not this post have any update.



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    Denis Ridel-Pfeffer
    NA
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    Original Message


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