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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.

Hi,

Based on the screenshot, you have configured the Create evaluations by evaluators option. This option only allows evaluators to manually create evaluations; it does not automatically generate evaluations after a call ends.

For automated evaluations after interaction completion, you need to use the Create evaluations by interactions option. This is the configuration responsible for automatically creating evaluations when a call ends.

I recommend enabling Create evaluations by interactions and then testing with a new interaction to verify that the evaluation is generated automatically

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.

Agree with Muhammed here.

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.

That distinction can definitely be a little confusing initially based on the wording in the policy settings.

Hi,

Based on the screenshot, you have configured the Create evaluations by evaluators option. This option only allows evaluators to manually create evaluations; it does not automatically generate evaluations after a call ends.

For automated evaluations after interaction completion, you need to use the Create evaluations by interactions option. This is the configuration responsible for automatically creating evaluations when a call ends.

I recommend enabling Create evaluations by interactions and then testing with a new interaction to verify that the evaluation is generated automatically

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.

Hey, 

Thank you for sharing your views and experiences, as these options are part of policy configuration, as per our understanding policies are created for automated evaluation based on given genesys options and Create evaluations by Evaluators and by Agents are also part of the policy configuration. Is there any difference in my understanding. 

Also, provide some options or view about Create evaluations by Agents, is it also a manual thing or automated.

Regards,

Saurav

Agree with Muhammed here.

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.

That distinction can definitely be a little confusing initially based on the wording in the policy settings.

Hi,

Based on the screenshot, you have configured the Create evaluations by evaluators option. This option only allows evaluators to manually create evaluations; it does not automatically generate evaluations after a call ends.

For automated evaluations after interaction completion, you need to use the Create evaluations by interactions option. This is the configuration responsible for automatically creating evaluations when a call ends.

I recommend enabling Create evaluations by interactions and then testing with a new interaction to verify that the evaluation is generated automatically

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.