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  • 1.  QA Evaluations

    Posted 05-16-2025 01:05
    No replies, thread closed.

    Hi Team, 
     
    Wondering if there's a way that a supervisor can be alerted when an evaluation is released for their agents? Our QA team currently send an email summay to the agent and supervisor, and we want to eliminate this and have everything through Genesys.
     
    Is there also a way that leaders can see their staff historical QA audits? Or whole teams?

    Is there any way a leader can view an eval without being sent the interaction link?

    We are aware that QA reporting improvements are coming in Q3 and what we're looking for might not exist . . . yet 


    #QualityManagement

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    Scott Harris
    Workforce Support Manager
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  • 2.  RE: QA Evaluations
    Best Answer

    Posted 05-16-2025 01:52
    Edited by Samuel Jillard 06-10-2025 10:04
    No replies, thread closed.

    I came across this TAM Studios video recently and it might be related to what you want to achieve.

    https://community.genesys.com/viewdocument/trigger-process-automation-from-coa?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


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