There are several rules about the selection and distribution. Here is some information:
What happens if a metered evaluation policy matches more interactions than it is set to evaluate? - Genesys Cloud Resource Center (mypurecloud.com)Create a policy - Genesys Cloud Resource Center (mypurecloud.com)
Assign evaluations by evaluators - Automatically assigns the specified number of evaluations per time period for each evaluator specified in the policy. You can specify a form, one or multiple evaluators, when to assign evaluations, and the number of evaluations per time interval that the policy assigns to the selected quality evaluators. For example, if you specify 5 evaluators and choose 2 evaluations per day, Genesys Cloud will assign 5 evaluations x 2 times per day for a total of 10 evaluations per day.
Assign evaluations by Agents - Automatically assigns the specified number of evaluations per time period for each agent listed in the matching criteria. Select the number of evaluations per time period, the time zone, evaluation form to use, and one or multiple evaluators. Genesys Cloud assigns evaluations evenly among the selected evaluators. For more information about this action, see Assign evaluations by agents.
Assign evaluations by interaction - Automatically assigns an evaluation for every matching interaction. You can specify a form and one or multiple evaluators. If multiple evaluators are specified, they will each be assigned the same set of interactions to evaluate. For example, if 20 interactions fit the policy matching criteria, Genesys Cloud will create evaluations for all 20 interactions and assign them to all of the selected evaluators in the policy.
Assign calibration evaluations - Automatically assigns a calibration evaluation for every matching interaction. You can specify a form, two or more evaluators, an expert evaluator, and a calibrator.
Note:
Genesys Cloud only assigns 50 evaluations per evaluator per day, even if more interactions match one or more policies. This limit prevents policies from accidentally assigning more evaluations than an evaluator can complete.
A policy cannot assign 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.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 09-12-2022 17:59
From: Daniel Cross
Subject: Quality Policies
When using a policy to deliver calls to evaluate, We get 5 calls delivered then nothing until the inbox is cleared. If this the expected behavior? Can we control how many are delivered at a time? Or can we set it so that a new one is delivered when one is released or deleted?
#QualityManagement
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Daniel Cross
Bright Horizons Family Solutions LLC
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