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  • 1.  Offline evaluations

    Posted 07-18-2024 04:32
    No replies, thread closed.

    I have worked through the Quality evaluation content in resource center but cannot find any information indicating that offline evaluations is possible in Genesys Cloud.  How do you deal with evaluations of back office agents who works with systems not integrated into genesys and who do not necessarily use genesys to interact with customers?  In our previous system we had to create a virtual interaction and that made it possible for us to complete an evaluation and attach relevant data that made it possible to report on these evaluations. Can I assume that you can only do evaluations when there is an interaction available in Genesys?


    #QualityManagement

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    Melinda van den Heever
    Vodacom SA
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  • 2.  RE: Offline evaluations

    Posted 07-18-2024 07:34
    No replies, thread closed.

    Hello Melinda,

    It is not currently possible to create an evaluation that isn't tied to an interaction.  There is an idea Ability to Create an Adhoc Evaluation Instance independently from an Interaction that I would recommend voting on and adding your use case as it is currently under PM review.  I am interested to hear if anyone has a workaround that would help in this scenario though.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Offline evaluations

    Posted 07-18-2024 09:10
    No replies, thread closed.

    Thank you for confirming, I will definitely go and vote on that idea as it is an important aspect for us.



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    Melinda van den Heever
    Vodacom SA
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    Original Message


  • 4.  RE: Offline evaluations

    Posted 10-09-2024 08:17
    Edited by Melinda van den Heever 10-09-2024 08:25
    No replies, thread closed.

    I have captured our requirements in 

    WEQUAL-I-325  Hopefully it will be merged with the idea below that you refer to.



    Original Message


  • 5.  RE: Offline evaluations
    Best Answer

    Posted 07-23-2024 15:23
    No replies, thread closed.

    Hi Melinda,

    You can check out this document on a way to get evaluations to work on back office tasks

    https://contentmanagement.mypurecloud.com/document-viewer/#/1/7sugahpxbrb2dbzvnu2ehl432i



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    Herrick Mai
    Genesys - Employees
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  • 6.  RE: Offline evaluations

    Posted 07-29-2024 13:09
    No replies, thread closed.

    Great idea



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    Lourens Van Der Merwe
    Vodacom SA
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    Original Message


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