Genesys Cloud - Main

Hello,

I create a policy with two criteria (Specific Agent and Specific Queue), to assign evaluation form, however it is not working as expected

The Evaluation form is assigned to all agents on the specific queue(s), not to only specified agents

My question: what is the link between criteria on the same Policy: "And" or "Or" ?

Thank you in advance

Hi Oudderhem,
Creating a policy as you described - for specific agents - on a specific queue - should not be assigning evaluations for ALL agents on the queue.  The way the policies work is that it is AND'd across criteria - but then within a particular criteria is OR'd.   So for example if your policy is for 2 specific agents, on 1 specific queue - policy will apply to that 1 queue and to interactions of agent 1 OR agent 2.  (It wouldn't be agent 1 AND agent 2 because that would be applying to interactions that included both agent 1 AND agent 2 on it.

So given that - if you haven't already done so please contact Support.  They will may need some conversation IDs to help them investigate the issue.
Hope that helps.
Lesley

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Lesley Vereen
Sr Product Manager - PureCloud
Genesys
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