Hi Saurav,
The Create evaluations by evaluators option can create evaluations at the end of the interaction, but it does not start working immediately after the policy is created, there is an activation/processing time for the rule.
For example, if you created the policy at 1:21 PM, with a 1-hour interval and set it to Anytime, I would recommend waiting until the next cycle (around 2:00 PM) to confirm it started running. I say this because I tested it by creating the policy during the 12 PM interval, made five calls, and no evaluations were assigned; then during the 1 PM interval, when I made a call, the evaluation was assigned at the end of the interaction.
The Create evaluations by agents option behaves differently: evaluations are distributed at the beginning of the next day, based on the time zone. Therefore, it is not expected to assign evaluations immediately after the call ends.
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Elisson Fernandes
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Original Message:
Sent: 05-22-2026 09:53
From: Saurav Arya
Subject: Quality Recording Policy Configuration - Evaluations (By Evaluators & By Agents)
Hi Cammeron,
I have few discussions with other partners, please see below points:
The behaviour described aligns with what you are seeing, where:
- Create evaluations by evaluators supports evaluator-created/manual evaluations
- while Create evaluations by interactions is the option responsible for automatic post-interaction evaluation generation.
Can you please confirm on the above statements also suggest on Create Evaluations by Agents if this is also manual.
Regards,
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Saurav Arya
Original Message:
Sent: 05-22-2026 09:26
From: Saurav Arya
Subject: Quality Recording Policy Configuration - Evaluations (By Evaluators & By Agents)
Hi,
I have tried aligning the permissions you mentioned but unable to get evaluations, is there some combination of selections in terms of configurations in the policy configuration page that will make these options (Evaluations By Evaluators & By Agents) work. That is should we select Create evaluation by Interactions along with other options or these options work independently. Please let us know.
Regards,
Saurav
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Saurav Arya
Original Message:
Sent: 05-22-2026 08:20
From: Cameron Tomlin
Subject: Quality Recording Policy Configuration - Evaluations (By Evaluators & By Agents)
Hello Saurav,
The permissions needed are:
Quality Evaluator role with permissions to view and edit evaluations
Quality > Evaluation > View and Edit permissions
If you have these permissions enabled. My next recommended step would be to open a support case. Everything sounds correctly setup.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 05-22-2026 05:10
From: Saurav Arya
Subject: Quality Recording Policy Configuration - Evaluations (By Evaluators & By Agents)
I am trying to configure a policy for my business needs, where I need to create automated evaluations on the basis of evaluators (Create evaluations by evaluators) and on Agent basis ( Create evaluations by agents), though I have done settings for these options, but on the call end unable to receive evaluations on the evaluator side. The only option which is working is 'Create evaluations by interactions'.
Kindly suggest the proper way to set the other two options so we can have automated evaluations. Is there some role or permissions missing or anything that should be taken care of to make these work.
#WEM-Quality,WFM,Gamification,etc
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Saurav Arya
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