Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Re-score removes the evaluation from agent

  Thread closed by the administrator, not accepting new replies.

  • 1.  Re-score removes the evaluation from agent

    Posted 03-04-2022 16:40
    No replies, thread closed.

    Hi community!

    I was just testing out the re-scoring functionality for a very specific use case:

    1. QA Evaluator evaluates an interaction
    2. QA Admin coaches a session with the agent in question, reviews and re-scores the interaction

    This process unfortunately removes that specific evaluation from the agent on the "Overview" view. The agent in this case appears to be without any evaluations also on the "Agent Quality Details Report".
    I have tried all available "Release" options but nothing worked.

    Note that this happens only when 2 different users are using this tactic. If the same user scores and then re-scores, the evaluation updates both on the Overview view as well as in the report.

    Did anybody else have this issue by any chance?

    Best
    Aleksandar

    WFM Analyst | Star Telecom


    #QualityManagement

    ------------------------------
    Aleksandar Narancic
    Star Telecom
    ------------------------------


Related Content