Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

Thanks for your reply, Robert but I'm not quite following what you mean? 

The policy that assigned the evaluation to the interaction is a [Create evaluations by agents] policy with no matching criteria set for [Specific queues] - I've attached a screen shot of the policy.

We don't have any other evaluation policies for calls at all as we've only just started using policies.

The evaluation form was assigned to the interaction correctly, in that the last agent in the interaction is in the list for the specific users in the matching criteria.

Our issue is that the evaluation form, when completed, went to the first agent in the interaction (not the last).  We didn't realise that the evaluation form hadn't been automatically assigned to the specific user in the policy.

I've asked our Evaluators to get back to me the next time they get a transfer to evaluate, as it might be that they need to manually select the agent for the evaluation (was hoping that the Policy would have taken care of this).

Any light you can shed on this would be much appreciated!

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

Hi Lee. As Robert said, the Policy will create an evaluation and assign it to the last agent on the interaction that meets the criteria defined in the policy. For example, policy says that Queue A is identified as a requirement. A call comes into me and since I have Queue A assigned it met the criteria. It is determined on the call that I need to txr call to Queue B. If the agent that I transfer to does not have Skill A, that evaluation would be assigned to me as I was the last agent on the call that met the criteria defined in the Policy. However, if the Agent I transferred to had Queue A AND Queue B, the evaluation would not be assigned to me, it would be assigned to the agent I txred the call to since the met the criteria in the Policy of having Queue A. If you are seeing something other than that, I would suggest opening a ticket with Care for them to look at your system. 

Thanks for your reply, Robert but I'm not quite following what you mean? 

The policy that assigned the evaluation to the interaction is a [Create evaluations by agents] policy with no matching criteria set for [Specific queues] - I've attached a screen shot of the policy.

We don't have any other evaluation policies for calls at all as we've only just started using policies.

The evaluation form was assigned to the interaction correctly, in that the last agent in the interaction is in the list for the specific users in the matching criteria.

Our issue is that the evaluation form, when completed, went to the first agent in the interaction (not the last).  We didn't realise that the evaluation form hadn't been automatically assigned to the specific user in the policy.

I've asked our Evaluators to get back to me the next time they get a transfer to evaluate, as it might be that they need to manually select the agent for the evaluation (was hoping that the Policy would have taken care of this).

Any light you can shed on this would be much appreciated!

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

Thanks for your reply, Robert but I'm not quite following what you mean? 

The policy that assigned the evaluation to the interaction is a [Create evaluations by agents] policy with no matching criteria set for [Specific queues] - I've attached a screen shot of the policy.

We don't have any other evaluation policies for calls at all as we've only just started using policies.

The evaluation form was assigned to the interaction correctly, in that the last agent in the interaction is in the list for the specific users in the matching criteria.

Our issue is that the evaluation form, when completed, went to the first agent in the interaction (not the last).  We didn't realise that the evaluation form hadn't been automatically assigned to the specific user in the policy.

I've asked our Evaluators to get back to me the next time they get a transfer to evaluate, as it might be that they need to manually select the agent for the evaluation (was hoping that the Policy would have taken care of this).

Any light you can shed on this would be much appreciated!

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

Hi Lee, I wonder if any of the information in this note on the article applies to you:

Note: 

• You can choose to create up to the maximum number of evaluations per agent per time period. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete.
  The maximum number of evaluations that you can create per agent per time interval:
  • Day: 50
  • Week: 175
  • Month: 700
• A policy does not create an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

Thanks for your reply, Robert but I'm not quite following what you mean? 

The policy that assigned the evaluation to the interaction is a [Create evaluations by agents] policy with no matching criteria set for [Specific queues] - I've attached a screen shot of the policy.

We don't have any other evaluation policies for calls at all as we've only just started using policies.

The evaluation form was assigned to the interaction correctly, in that the last agent in the interaction is in the list for the specific users in the matching criteria.

Our issue is that the evaluation form, when completed, went to the first agent in the interaction (not the last).  We didn't realise that the evaluation form hadn't been automatically assigned to the specific user in the policy.

I've asked our Evaluators to get back to me the next time they get a transfer to evaluate, as it might be that they need to manually select the agent for the evaluation (was hoping that the Policy would have taken care of this).

Any light you can shed on this would be much appreciated!

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

Hi Vaun,

Thanks but I don't think these notes apply to this case:

• The policy is for 1 evaluation per user per month
• The interaction where the evaluation went to the first agent on the call, rather than the last agent on the call, had a duration of 19:07 minutes. 
  • The interaction was initally taken by Agent A (not on the policy) who transferred it to a different queue
  • The interaction was routed to Agent B (who is a listed agent on the policy) who didn't pick up and therefore no recording for them
  • The interaction then went to Agent C (who is a listed agent on the policy) who spoke to the customer for just over 3 minutes
  • The evaluation was assigned to Agent A (who wasn't listed on the policy)

I'm waiting for a new transfer to show up with an evaluation but might see if we can recreate this in our Dev env when our tester has a spare moment.

Have a great Christmas, Vaun :-)

Hi Lee, I wonder if any of the information in this note on the article applies to you:

Note: 

• You can choose to create up to the maximum number of evaluations per agent per time period. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete.
  The maximum number of evaluations that you can create per agent per time interval:
  • Day: 50
  • Week: 175
  • Month: 700
• A policy does not create an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

Thanks for your reply, Robert but I'm not quite following what you mean? 

The policy that assigned the evaluation to the interaction is a [Create evaluations by agents] policy with no matching criteria set for [Specific queues] - I've attached a screen shot of the policy.

We don't have any other evaluation policies for calls at all as we've only just started using policies.

The evaluation form was assigned to the interaction correctly, in that the last agent in the interaction is in the list for the specific users in the matching criteria.

Our issue is that the evaluation form, when completed, went to the first agent in the interaction (not the last).  We didn't realise that the evaluation form hadn't been automatically assigned to the specific user in the policy.

I've asked our Evaluators to get back to me the next time they get a transfer to evaluate, as it might be that they need to manually select the agent for the evaluation (was hoping that the Policy would have taken care of this).

Any light you can shed on this would be much appreciated!

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)

Hi, Lee!

This is interesting behavior, because in our case it is always getting assigned to last agent even if it was the first agents that was listed. Genesys Customer Care explain that the problem is in the queue filter, but you don't use any and it still assigns to wrong agent. 
There is an idea that didn't have much traction, but still has quite some votes . QM component unfortunately is not as popular as other Genesys products :(
https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-201 

Hi Vaun,

Thanks but I don't think these notes apply to this case:

• The policy is for 1 evaluation per user per month
• The interaction where the evaluation went to the first agent on the call, rather than the last agent on the call, had a duration of 19:07 minutes. 
  • The interaction was initally taken by Agent A (not on the policy) who transferred it to a different queue
  • The interaction was routed to Agent B (who is a listed agent on the policy) who didn't pick up and therefore no recording for them
  • The interaction then went to Agent C (who is a listed agent on the policy) who spoke to the customer for just over 3 minutes
  • The evaluation was assigned to Agent A (who wasn't listed on the policy)

I'm waiting for a new transfer to show up with an evaluation but might see if we can recreate this in our Dev env when our tester has a spare moment.

Have a great Christmas, Vaun :-)

Hi Lee, I wonder if any of the information in this note on the article applies to you:

Note: 

• You can choose to create up to the maximum number of evaluations per agent per time period. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete.
  The maximum number of evaluations that you can create per agent per time interval:
  • Day: 50
  • Week: 175
  • Month: 700
• A policy does not create an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

Thanks for your reply, Robert but I'm not quite following what you mean? 

The policy that assigned the evaluation to the interaction is a [Create evaluations by agents] policy with no matching criteria set for [Specific queues] - I've attached a screen shot of the policy.

We don't have any other evaluation policies for calls at all as we've only just started using policies.

The evaluation form was assigned to the interaction correctly, in that the last agent in the interaction is in the list for the specific users in the matching criteria.

Our issue is that the evaluation form, when completed, went to the first agent in the interaction (not the last).  We didn't realise that the evaluation form hadn't been automatically assigned to the specific user in the policy.

I've asked our Evaluators to get back to me the next time they get a transfer to evaluate, as it might be that they need to manually select the agent for the evaluation (was hoping that the Policy would have taken care of this).

Any light you can shed on this would be much appreciated!

If you have a selection for Evaluations by Agents, it will always choose the last participant in the conversation that meets the criteria.  So, if you have an agent in the selection, but you have another policy with queue criteria, that could do what you are explaining.  Check the notes on this page:  Which evaluation policy should I use? - Genesys Cloud Resource Center

Has anyone else had the problem where:

• a policy has been set up to assign evaluation form to specified users
• If that user is the last person in a transfer, then the evaluation form is correctly assigned to the interaction
• However, the Agent to be Evaluated appears to default to the first agent in the interaction instead of the specified users

Any advice would be much appreciated :-)