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?

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.

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?

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.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 04:32
From: Melinda van den Heever
Subject: Offline evaluations

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

------------------------------
Melinda van den Heever
Vodacom SA
------------------------------

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?

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

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?