It is possible to have two policies that overlap whereby the matching criteria of one policy creates an evaluation and distributes the evaluation to a specific using a specific form and the other policy could create an evaluation for the same or different evaluator against the same or a different evaluation form. It depends on the configuration of the individual policies and the specific use case.
If the policy is configured to use the "Create evaluations by interactions" selection, then any interactions that match the criteria in that policy will be distributed to the evaluators listed. In the attached screenshot, every interaction handled through the "RB_Inbound_Billing_Q" queue will create evaluation sessions using the listed evaluation form for the listed evaluators. If one opens the "Quality Summary" tab for that specific interaction and the "Assigned Date" is the same for each of the listed evaluators, then the policy is working as designed.
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Robert Bruno
Senior Principal PS Consultant (WEM)
Genesys
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Original Message:
Sent: 11-03-2023 17:25
From: Glenda Kingston
Subject: Quality management policy assigning interaction to be evaluated twice
Yes we experienced the same when creating a policy - all evaluators would be assigned to every assigned interaction. One policy created that should assign one evaluator a single interaction instead all evaluators are assigned to a single interaction
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Glenda Kingston
Sedgwick Claims Management Services, Inc.
Original Message:
Sent: 11-01-2023 12:04
From: Shelby Cronk
Subject: Quality management policy assigning interaction to be evaluated twice
Anyone else experiencing this/have a reason as to why it is happening?
#QualityManagement
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Shelby Cronk
ConvergeOne, Inc.
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