Workforce Engagement Management

I wanted to share a quick lesson learned in case it helps someone else.

I had a scenario where the quality policies were configured correctly, but they were still not running as expected.

At first, everything in the policy setup looked fine, so the issue did not seem to be related to configuration. However, after reviewing and adjusting the required permissions, the policies started working properly.

So if anyone faces a similar issue, it is worth checking not only the policy configuration itself, but also the permissions assigned to the users/roles involved.

In my case, the configuration was correct, but the missing permissions were the real blocker.

This is an easy point to overlook, so I hope it helps someone save time during troubleshooting.

https://help.genesys.cloud/articles/quality-management-roles-permissions/

I wanted to share a quick lesson learned in case it helps someone else.

I had a scenario where the quality policies were configured correctly, but they were still not running as expected.

At first, everything in the policy setup looked fine, so the issue did not seem to be related to configuration. However, after reviewing and adjusting the required permissions, the policies started working properly.

So if anyone faces a similar issue, it is worth checking not only the policy configuration itself, but also the permissions assigned to the users/roles involved.

In my case, the configuration was correct, but the missing permissions were the real blocker.

This is an easy point to overlook, so I hope it helps someone save time during troubleshooting.

https://help.genesys.cloud/articles/quality-management-roles-permissions/