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!

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

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!