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  • 1.  REDACTED Evaluations

    Posted 10-23-2024 08:01
      |   view attached
    No replies, thread closed.

    Hello!  I saw a few other discussions about this topic, but they did not have solutions mentioned, so I figured I'd post again.

    My Supervisors, when looking in Interactions and Agent Evaluations, are seeing REDACTED for all evaluations.  I added Quality Evaluator role, no change.  I added Quality Administrator role and only then were they able to see the evaluations.

    Any suggestions on what role modifications I need to make the Supervisor role without giving them QAdmin?  Or is there a configuration that needs to be changed elsewhere?

    Appreciate the help!


    #QualityManagement

    ------------------------------
    Chris Shelton

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  • 2.  RE: REDACTED Evaluations

    Posted 10-23-2024 09:58
    No replies, thread closed.

    Hello Chris, 

    If the org setting for  Security & Compliance > Sensitive Data Redaction for Payment Cards, or Sensitive Data Redaction for Personal is enabled, the user needs to have the permission Recording > Recording > ViewSensitiveData. (https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/)

    Please check those setting if they are enabled and if the user has the necessary permission.

    Hope this helps!



    ------------------------------
    Cam
    Online Community Manager/Moderator
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  • 3.  RE: REDACTED Evaluations

    Posted 10-23-2024 11:07
    No replies, thread closed.

    Hi Cam!

    Thanks for the quick reply.  I added the permission listed and had the user log out and back in... they're still showing redacted.  I may turn the sensitive data redaction off and try again, but wanted to see if you had any other suggestions for permissions to grant?  The default Quality Administrator role does not have the ViewSensitiveData permission enabled by default, but adding that role allows the Supervisor to see the evaluations.  But none of the permissions in the Quality Administrator role jump out at me as the culprit.

    Chris



    ------------------------------
    Chris Shelton
    Sr Director, Workforce Mgmt
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    Original Message


  • 4.  RE: REDACTED Evaluations

    Posted 10-23-2024 11:39
    No replies, thread closed.

    Hey Chris, 

    I don't but I did find this thread with tons of other ideas?

    https://community.genesys.com/discussion/call-evaluations-not-showing-and-saying-redacted

    Cheers, 



    ------------------------------
    Cam
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: REDACTED Evaluations
    Best Answer

    Posted 10-23-2024 15:06
    No replies, thread closed.

    Solution.

    The Supervisor role has conditions set on the Quality > Evaluation > View and other Quality > Evaluation permissions.  The condition set is Current User only.  You have to delete that condition for the Supervisor to view Evaluations for their team members and get rid of the REDACTED.



    ------------------------------
    Chris Shelton
    Sr Director, Workforce Mgmt
    ------------------------------

    Original Message


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