Workforce Engagement Management

Hello,

We are new to setting up Policies to auto assign Evaluations to our assistant managers. They have a lot of questions and I am not able to find additional documentation to help answer them. Seeing if anyone may know the following around these policies, and how the system functions. 

We set a policy per Assistant manager. The matching criteria is by Specific Work teams, create evaluations by agents, have a set range of agent connected duration, listed the evaluators it is to distribute to. We then set a fixed number of evaluations per period: 20 interactions to evaluate per agent, per month. 

Questions my assistant managers have:

• Why is the policy not equally distributing evaluations per agent per day? Some agents will get 3 in one day, while some will have zero for that day. What is the logic behind the distribution? How can we know for sure the system is on target to meeting the designated number of interactions to evaluate per agent, during the designated time interval, if its not assigning the same number to each agent, per day.
• Is there an option to filter the policy for language
• If an assigned evaluation is deleted from the evaluators assigned Q, will the policy take that into its calculations, and assign another one in its place, so the agent will still be evaluated on the same number of interactions designated in the policy?
• If an evaluation is manually assigned to an evaluator, outside of the policy, does the policy recognize that? Does that count towards the designated number of interactions to evaluate per agent, or no, since its only looking at what the policy has assigned. 

I know they will have more, but, right now these are their burning questions. 

Thank you,

#QualityManagement

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Sarah Blizzard
Workforce Performance Specialist, PEFCU
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Hi, Sarah! 

In our company we do use policies too and faced similar issues with similar questions. 

1. The policy is randomised so it's impossible to predict when it picks up the interactions
2. No, skills and languages are not a part of the available conditions when configuring a policy.
3. No, policy works one way. We normally recommend our users to receive more evaluations from policy and delete the unnecessary. So if it's not enough, either raise number of evaluations in the policy or do Ad hoc evaluations. 
4. Policy doesn't recognise if an Ad hoc evaluation was done for an agent and will assign the same number of evaluations as configured in the policy. 

Overall in our company we are moving towards agents development coaching and try to use more Ad hoc evaluations. Supervisors pick up interactions based on agent's performance and development analysis. Such analysis is done outside of Genesys reporting and provides more contextual information than just contact center stats. 

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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Ekaterina,

Thank you so much for this information. This will help my assistant managers to understand how it works better, and have more peace of mind. 

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Sarah Blizzard
Workforce Performance Specialist, PEFCU
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Original Message:
Sent: 02-06-2025 05:46
From: Ekaterina Kononova
Subject: Policy- Evaluations

Hi, Sarah! 

In our company we do use policies too and faced similar issues with similar questions. 

1. The policy is randomised so it's impossible to predict when it picks up the interactions
2. No, skills and languages are not a part of the available conditions when configuring a policy.
3. No, policy works one way. We normally recommend our users to receive more evaluations from policy and delete the unnecessary. So if it's not enough, either raise number of evaluations in the policy or do Ad hoc evaluations. 
4. Policy doesn't recognise if an Ad hoc evaluation was done for an agent and will assign the same number of evaluations as configured in the policy. 

Overall in our company we are moving towards agents development coaching and try to use more Ad hoc evaluations. Supervisors pick up interactions based on agent's performance and development analysis. Such analysis is done outside of Genesys reporting and provides more contextual information than just contact center stats. 

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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"This is excellent news. Our quality team eagerly anticipates these changes and appreciates the enhanced ability to streamline our processes."

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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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Original Message:
Sent: 02-06-2025 05:46
From: Ekaterina Kononova
Subject: Policy- Evaluations

Hi, Sarah! 

In our company we do use policies too and faced similar issues with similar questions. 

1. The policy is randomised so it's impossible to predict when it picks up the interactions
2. No, skills and languages are not a part of the available conditions when configuring a policy.
3. No, policy works one way. We normally recommend our users to receive more evaluations from policy and delete the unnecessary. So if it's not enough, either raise number of evaluations in the policy or do Ad hoc evaluations. 
4. Policy doesn't recognise if an Ad hoc evaluation was done for an agent and will assign the same number of evaluations as configured in the policy. 

Overall in our company we are moving towards agents development coaching and try to use more Ad hoc evaluations. Supervisors pick up interactions based on agent's performance and development analysis. Such analysis is done outside of Genesys reporting and provides more contextual information than just contact center stats. 

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Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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Hi Sarah, 

Regarding your 1st question - it is an issue with Genesys, we have a case raised with genesys from last 6 months about it where i was able to exactly provide them the details (with date/time, agent name etc..) on how many calls policy is actually assigning vs how many we have set up in the configuration. Short answer - policy does not work the way we expect it to. I can only tell that genesys is adding additional logging capabilities (not sure what that will do from a user perspective) through a code deployment to better diagnose and analyze the situation.

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suyog gupta
Principal Management Engineer
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