Well, the recording is certainly there (for both agents), and in fact, if they were to manually select the recording for scoring they can then choose which agent to score. The problem lies in the way the evaluation is sent to the QA person via recording policy. The system always selects the first agent that speaks to the caller; there is no way to:
- either select the second agent prior to scoring, or
- create a policy the specifies which agent gets scored.
Even when the matching criteria says "Specific Agents" and only the second agent is specified, it still defaults to the first agent that spoke to the caller.
Here's an example:
This evaluation has arrived in my inbox – the policy criteria has Stephanie Sangalang as a "Specific Agent"...
This is the evaluation I received:
It has Phia Burns as the "Evaluated Agent". Looking at the timeline on this interaction we see Phila as the initial agent, but it got recorded because Stephanie was the second agent...
(The reason you see another IVR is because Phia had to consult transfer into a queue and select the correct skill [based on her conversation with the caller] in order to get to the correctly skilled nurse [Stephanie]). There is no way to select Stephanie as the agent without manually creating an entirely new evaluation in the Quality Summary tab and selecting Stephanie as the "Agent to be Evaluated", which essentially defeats the automation part of this process.
We need to find a way to either specify which agent gets scored in the policy, or (better yet, IMHO) offer a way to select which agent gets scored in the system delivered evaluation.
To be honest, I'm quite surprised Genesys hasn't already had issues with this from other customers. If there's a solution I certainly can't find it.