Caitlyn,
Adding to what Marcello said (which is probably the case, unless both agents are in the same queue) you may want to set up a separate policy to match the first queue or whatever criteria would match the transferring agent...experiment until you get it just right, then combine policies if you want to.
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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 09-17-2025 19:27
From: Marcello Jabur
Subject: Policies
Hi Caitlyn,
Does the first portion of the call (first agent before transfer) match the criteria defined in the policy?
I noticed that you have a queue defined there (eSales Transfer Agent). Is that queue used to transfer the call from the first agent to the second agent?
If that's the case, the first agent probably doesn't match the criteria (If he gets the call originally from another queue).
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Marcello Jabur
Original Message:
Sent: 09-17-2025 16:40
From: Caitlyn Petrousek
Subject: Policies
Hi!
I'm currently using policies for an audit. We are trying to get evaluations sent to the evaluator for the transfer agents (first person on the interaction) portion of the call, but have noticed that the evaluations being sent over are the agent (second person on the interaction).
Does the matching criteria always pull from the last person connected to the call?
#Unsure/Other
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Caitlyn Petrousek
Other
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