Re-posting this as no responses yet -
Re: interactions that have multiple agents - I know it is possible to select which agent to evaluate on interactions that are manually selected from the Interactions view. Is there a way to select which agent to evaluate on "policy generated" evaluations?
Example:
Inbound call is answered by a "receptionist queue" agent who then decides the proper queue the call should be transferred into. Agents from the second queue then resolve the call. A policy was created to send a percentage of those calls, based on members of the second queue, to the QA team for scoring. The issue is the evaluation is always evaluating the "receptionist" agent and not the actual agent that worked the call. There does not appear to be a way to select which agent to evaluate. Has anyone run into this or found a solution?
Thanks!
Bob
#QualityManagement
#QualityManagement------------------------------
Bob Shappell
Automated Voice & Data Solutions
------------------------------