Workforce Engagement Management

Hi, if you choose submit 'Never' for your evaluation form, would it still appear on your API? 

Hi, if you choose submit 'Never' for your evaluation form, would it still appear on your API? 

Hi Esther,

The short answer: Yes - choosing "Never" only prevents the evaluation from being released to the agent, it does not delete or hide the evaluation record itself. The evaluation still exists in Genesys Cloud and shows up in the Quality / Evaluations data (and in exports/API responses) - you'll just have no evaluation release date for it.

Why is that said:

• The product docs show there's a "Release the Evaluation" dropdown when assigning an evaluation and that you click Submit to assign it (so release is an assignment/display/configuration option, not deletion) 
• Exported data includes an "Evaluation Released Date" column - some records have a date and others are blank, which matches the behaviour of an evaluation that exists but was not released (e.g., "Never") - meaning the evaluation still appears in exports / data you'd get from the API.

Practical implication: if you need to pull evaluations via the Quality Management API, look for evaluations that have a blank/null releasedDate (or equivalent field) - those will be the ones set to never/release-never, but they are still returned by the API. 

Hope that helps

Hi, if you choose submit 'Never' for your evaluation form, would it still appear on your API? 

Hi Esther,

The short answer: Yes - choosing "Never" only prevents the evaluation from being released to the agent, it does not delete or hide the evaluation record itself. The evaluation still exists in Genesys Cloud and shows up in the Quality / Evaluations data (and in exports/API responses) - you'll just have no evaluation release date for it.

Why is that said:

• The product docs show there's a "Release the Evaluation" dropdown when assigning an evaluation and that you click Submit to assign it (so release is an assignment/display/configuration option, not deletion) 
• Exported data includes an "Evaluation Released Date" column - some records have a date and others are blank, which matches the behaviour of an evaluation that exists but was not released (e.g., "Never") - meaning the evaluation still appears in exports / data you'd get from the API.

Practical implication: if you need to pull evaluations via the Quality Management API, look for evaluations that have a blank/null releasedDate (or equivalent field) - those will be the ones set to never/release-never, but they are still returned by the API. 

Hope that helps

Hi, if you choose submit 'Never' for your evaluation form, would it still appear on your API? 

Hi Esther,

The short answer: Yes - choosing "Never" only prevents the evaluation from being released to the agent, it does not delete or hide the evaluation record itself. The evaluation still exists in Genesys Cloud and shows up in the Quality / Evaluations data (and in exports/API responses) - you'll just have no evaluation release date for it.

Why is that said:

• The product docs show there's a "Release the Evaluation" dropdown when assigning an evaluation and that you click Submit to assign it (so release is an assignment/display/configuration option, not deletion) 
• Exported data includes an "Evaluation Released Date" column - some records have a date and others are blank, which matches the behaviour of an evaluation that exists but was not released (e.g., "Never") - meaning the evaluation still appears in exports / data you'd get from the API.

Practical implication: if you need to pull evaluations via the Quality Management API, look for evaluations that have a blank/null releasedDate (or equivalent field) - those will be the ones set to never/release-never, but they are still returned by the API. 

Hope that helps

Hi, if you choose submit 'Never' for your evaluation form, would it still appear on your API? 

This is good to know. Can you clarify also - if the release is Never - will the score be excluded from the overall scoring for the agent too?

Hi Esther,

The short answer: Yes - choosing "Never" only prevents the evaluation from being released to the agent, it does not delete or hide the evaluation record itself. The evaluation still exists in Genesys Cloud and shows up in the Quality / Evaluations data (and in exports/API responses) - you'll just have no evaluation release date for it.

Why is that said:

• The product docs show there's a "Release the Evaluation" dropdown when assigning an evaluation and that you click Submit to assign it (so release is an assignment/display/configuration option, not deletion) 
• Exported data includes an "Evaluation Released Date" column - some records have a date and others are blank, which matches the behaviour of an evaluation that exists but was not released (e.g., "Never") - meaning the evaluation still appears in exports / data you'd get from the API.

Practical implication: if you need to pull evaluations via the Quality Management API, look for evaluations that have a blank/null releasedDate (or equivalent field) - those will be the ones set to never/release-never, but they are still returned by the API. 

Hope that helps

Hi, if you choose submit 'Never' for your evaluation form, would it still appear on your API?