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  • 1.  Maximum number of evaluations for an Quality Manager

    Posted 07-04-2018 06:42
    No replies, thread closed.
    Hello PureCloud

    A short note to ask if there is a way to delete more than one evaluation, and is there a maximum number of evaluations a quality manager can have in their inbox?

    From a policy I set and forgot about, I had about 20 evaluations in my inbox to do. I then deleted them, and found I could only delete them one by one. I was wondering if I put an evaluation policy on a queue there could be 100's of calls with evaluations in a day.

    Thank you



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    Samuel Polgar
    CVT (Global) Pty Ltd
    ------------------------------


  • 2.  RE: Maximum number of evaluations for an Quality Manager

    Posted 07-05-2018 21:23
    No replies, thread closed.
    Hi Samuel,
    Currently you do need to delete 1 evaluation at a time.  In order to avoid having too many evaluations assigned I suggest that you try using the criteria that says "metered evaluations".  That will allow you specify a maximum number of evaluations assigned within a given time interval (days/hours).  Hopefully this will eliminate the problem of having too many assigned evaluations at one time.  Please let us know if you have any additional questions.
    Best,
    Lesley

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------



  • 3.  RE: Maximum number of evaluations for an Quality Manager

    Posted 01-14-2019 15:10
    No replies, thread closed.
    Hello Leslie,
    I am seeing a similar problem to this question.  We have created policies to receive 1 evaluation per agent, every 7 days.  We are not receiving any at all.  I have studied the materials and checked the provided training/help information.  When a policy is set, I know it only applies to future interactions.  However, if I set a policy like this for the next 7 days, when will the evaluator get the interaction?  I've even tried to schedule getting 1 per hour, with no results.  The only luck I had was when we set to get 1 per hour for a specific queue.  Please assist.

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    Sam Adams
    Cox Automotive Corporate Services, LLC
    ------------------------------

    Original Message


  • 4.  RE: Maximum number of evaluations for an Quality Manager

    Posted 01-15-2019 09:08
    No replies, thread closed.
    Hi Sam,
    The main issue issue is that currently the policy doesn't give you the ability to assign X number of evaluations per agent - the metering is per evaluator - and in need of an enhancement to meter per agent.  I've added a link to the ideas portal so you can vote on this much needed feature enhancement for QM. 
    Today - recording policies can include pre-assignment of evaluations based on several different criteria- including by queue, for a specific agent, to specific evaluators, and max# per day and per hour. That max# per period however is defining how many assigned evals the evaluator gets rather than how many evals per agent.  Recordings are then randomly assigned to evaluators based on that criteria.  We need - and do plan to also add an enhancement for metering assignments based on how many are needed per agent - per day/week/month.
    Today in order to try to get close to a set number assigned per agent you would need to create a separate policy for each agent - which is not ideal at all.  I'm not sure though why you wouldn't be getting any assigned evals.  If you contact Support they can take a look at the details of the policies and hopefully help get you a bit closer to what you need.

    Hope this will help,
    Lesley
    Please go the ideas portal and add your vote and comments https://genesys.ideas.aha.io/ideas/CLWFO-I-149

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Maximum number of evaluations for an Quality Manager

    Posted 01-15-2019 09:13
    No replies, thread closed.

    Thank you for the info!

     



    ------Original Message------

    Hi Sam,
    The main issue issue is that currently the policy doesn't give you the ability to assign X number of evaluations per agent - the metering is per evaluator - and in need of an enhancement to meter per agent.  I've added a link to the ideas portal so you can vote on this much needed feature enhancement for QM. 
    Today - recording policies can include pre-assignment of evaluations based on several different criteria- including by queue, for a specific agent, to specific evaluators, and max# per day and per hour. That max# per period however is defining how many assigned evals the evaluator gets rather than how many evals per agent.  Recordings are then randomly assigned to evaluators based on that criteria.  We need - and do plan to also add an enhancement for metering assignments based on how many are needed per agent - per day/week/month.
    Today in order to try to get close to a set number assigned per agent you would need to create a separate policy for each agent - which is not ideal at all.  I'm not sure though why you wouldn't be getting any assigned evals.  If you contact Support they can take a look at the details of the policies and hopefully help get you a bit closer to what you need.

    Hope this will help,
    Lesley
    Please go the ideas portal and add your vote and comments https://genesys.ideas.aha.io/ideas/CLWFO-I-149

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------


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