Genesys Cloud - Main

New features and updates to the platform come out on Wednesdays. You might want to open a Support case and report the new behavior, since it seems to have started on a Wednesday.

Good morning George,

We have been having problems with our policies delivering evaluations to our QA team. We had it set up for monthly and that didn't function. We have set it up for weekly and are not getting any evaluations delivered. Should we be seeing evaluations daily from this configuration? We currently have to manually pull recordings for review and we really want this to be an automated process. Are there any specific configurations outside of policies that are required to make the auto distribution of evaluations work? Any help on this would be great.

Thanks,

James Starling
Global Credit Union

New features and updates to the platform come out on Wednesdays. You might want to open a Support case and report the new behavior, since it seems to have started on a Wednesday.

Hey James, it's Shelby. Long time no talk! 

Do you have a screenshot of the policy you are trying to use?  Curious to see what criteria you have set.  The criteria is an "and" not an "or" so if you have your criteria set to strictly, it may not be locating matching interactions often enough to align with your "actions to perform" parameters. 

Good morning George,

We have been having problems with our policies delivering evaluations to our QA team. We had it set up for monthly and that didn't function. We have set it up for weekly and are not getting any evaluations delivered. Should we be seeing evaluations daily from this configuration? We currently have to manually pull recordings for review and we really want this to be an automated process. Are there any specific configurations outside of policies that are required to make the auto distribution of evaluations work? Any help on this would be great.

Thanks,

James Starling
Global Credit Union

New features and updates to the platform come out on Wednesdays. You might want to open a Support case and report the new behavior, since it seems to have started on a Wednesday.

Shelby, 

Please see the below policy settings that we are having challenges with. 

Thank you,

James Starling

Hey James, it's Shelby. Long time no talk! 

Do you have a screenshot of the policy you are trying to use?  Curious to see what criteria you have set.  The criteria is an "and" not an "or" so if you have your criteria set to strictly, it may not be locating matching interactions often enough to align with your "actions to perform" parameters. 

Good morning George,

We have been having problems with our policies delivering evaluations to our QA team. We had it set up for monthly and that didn't function. We have set it up for weekly and are not getting any evaluations delivered. Should we be seeing evaluations daily from this configuration? We currently have to manually pull recordings for review and we really want this to be an automated process. Are there any specific configurations outside of policies that are required to make the auto distribution of evaluations work? Any help on this would be great.

Thanks,

James Starling
Global Credit Union

New features and updates to the platform come out on Wednesdays. You might want to open a Support case and report the new behavior, since it seems to have started on a Wednesday.