Genesys Cloud - Main

Good morning,

We need our team leaders to be able to view quality evaluations that were completed for their respective team members. According to the Genesys Cloud documentation, we've allocated all the relevant roles and permissions required for this access.

However, during testing, we found that team leaders are unable to view the completed evaluation forms.

Our setup involves team leaders from different divisions, as we work with multiple business partners. The only workaround we've found so far is to assign them access to our Home Division - which then allows them to view the evaluations.

Is this the only way to enable visibility, or could there be something we've missed in the form creation or configuration process?

Any guidance or suggestions would be greatly appreciated.

#QualityManagement

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Melinda van den Heever
NA
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Hello Melinda, 

Thank you for providing a detailed description of your situation. 

For team leaders to view quality evaluations, they need the following permissions. 

• Quality >evaluations >edit OR quality > evaluation > edit scroce
• Analytics > Conversation aggregate > view

The behavior you're experiencing is actually expected. Quality evalutations are tied to the division they are created, and users need access to that division to view the evaluations. This is why giving access to the Home Division resolved the visibility issue. 

I can think of a few work arounds including the one you are currently using:

Your current workaround:

• Pros immediately solves the visibility issue
• Cons might grant broader access to others

Division configuration:

• ensure the team leaders have access to the specific divisions where their team members' evaluations are created
• This can be more granular than full Home Division access

With all that said best practices when it comes to evaluations are:

• Review where your evaluations forms are being created (which division)
• Align your division structure with your org needs
• Consider creating evaluations in division that are accessible to relevant team leaders
• Implement the minimum necessary division access rather than defaulting to Home Division access. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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