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  • 1.  Quality Evaluations

    Posted 11-20-2024 14:46
    No replies, thread closed.

    Good evening, 

    When my Quality team "submits" an agent evaluation it goes to the agent that conducted the interaction.  Is there a way to alert the agent's supervisor (or, better yet, have the evaluation sent to the supervisor for review)?  We tried to assign the evaluation to the supervisor but not every evaluation is showing up in the supervisor's inbox that way either.  


    #QualityManagement

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    Christopher Harris
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  • 2.  RE: Quality Evaluations
    Best Answer

    Posted 11-20-2024 16:55
    No replies, thread closed.

    Hi Christopher,

    Welcome to the Community! It looks like it's possible to do something similar but it will take some additional setup in your Org. I found this thread where some people were trying to accomplish this using Triggers but I don't think that is a truly viable way to accomplish that.

    You may want to check with the WEM community to see if they have an easier way to accomplish this. 

    If they don't have an answer for you, you may need to submit this as an Ideas in our Product Ideas Lab. I did see that there was a similar Idea that was converted into a new feature last year.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Quality Evaluations

    Posted 11-21-2024 08:12
    No replies, thread closed.

    Triggers is the correct way to do this as we don't necessarily know who the Supervisor is.

    Thanks,



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    Rakesh Tailor
    Vice President, Product Management
    Workforce Engagement Management (WEM)
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    Original Message


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