Genesys Cloud CX

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  • 1.  Quality Policies

    Posted 10-06-2022 11:08
    Wondering if there is a way to adjust the number of evals given daily? We have the number per consultant for a month set but it is only delivering about half of what is needed to meet the requirements given.  I've dug in and there are plenty of calls meeting the time and queue requirements but the policy is only delivering 3-4 a day when it needs to be double that to meet the 3 per rep it is set for.

    Any tips or best practices would be appreciated.
    #QualityManagement

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    Daniel Cross
    Bright Horizons Family Solutions LLC
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  • 2.  RE: Quality Policies

    Posted 10-06-2022 12:07
    The evaluation policy for the number of evals per agent per period are there, but you have to realize that is a statistical number as there is no way to know how many days the agents works, the calls they take, or other factors.  It will statistically pull from the conversations based on these factors but will not necessarily match up as you go through the week or month.  The selection is what the system will attempt to pull from the records.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Quality Policies

    GENESYS
    Posted 10-07-2022 09:03
    To add to what Robert is saying, you can also take a look at https://help.mypurecloud.com/articles/assign-evaluations-per-agent-overview/ which gives you some details on how evaluations are generated with Assign Evaluations by Agents.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 4.  RE: Quality Policies

    Posted 10-13-2022 12:38
    One more question on this topic.  Say an evaluator is out for a couple of days, is there any way to go into their queue and reassign the call to a different evaluator?

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    Daniel Cross
    Bright Horizons Family Solutions LLC
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  • 5.  RE: Quality Policies

    GENESYS
    Posted 11 days ago
    Currently, the evaluation cannot be reassigned. But if a supervisor has access to view the original evaluator's list of assigned interactions, they can go into each and create a new evaluation for themselves to complete in the Quality Summary tab.

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    Tamme Albert Ondevilla
    Genesys - Employees
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