Workforce Engagement Management

Hello everyone!

Our company is new to using Genesys and we are interested in using quality policies to create evaluations for our quality analysts. Our procedure is the evaluate calls from the previous week. We've created a policy and included the date range that we want to use however no evaluations have been created.

Can we create a policy that would create evaluations for the previous week or will we have to stick with manually creating the evaluations?

Thanks in advance for any advise you may have!

#QualityManagement

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Charletta Thompson
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Hi Charletta, when using date range in a policy, that is a proactive setting. Meaning that you have to set the policy before the first day of the date range. For example, if I want the system to use the policy to select calls from 4/8, I have to set that date range on 4/7 or before. I cannot go in to the system on 4/10 and set the date range as 4/7-9. I hope that helps.

Mark

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Mark Fagus
Senior Global WEM Business Specialist
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This helps a lot! Thank you so much for responding!!

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Charletta Thompson
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Original Message:
Sent: 04-08-2025 07:58
From: Mark Fagus
Subject: Quality Policy to Create Evaluations for the Previous Week

Hi Charletta, when using date range in a policy, that is a proactive setting. Meaning that you have to set the policy before the first day of the date range. For example, if I want the system to use the policy to select calls from 4/8, I have to set that date range on 4/7 or before. I cannot go in to the system on 4/10 and set the date range as 4/7-9. I hope that helps.

Mark

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Mark Fagus
Senior Global WEM Business Specialist
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