Workforce Engagement Management

Hi All - 

I have poked around abit, but I am struggling to find answers, so I am turning to the Genesys Hive Mind.    I have 2 questions:

1. Is it possible to disable agent notification of completed evaluations? Client is looking to be able to perform evaluations, have them included in evaluation reporting, but not have agents notified.  I have reviewed permissions thinking that it is permission based, but I cannot determine which permission it would be.
2. Why are "Never Released" evaluations not included in the reporting?

Hi Russell. visibility of completed evaluations is managed by permissions granted to their role. If you remove the permissions for the agent to participate and view evaluations then the individuals assigned that permission will not have visibility. 

An evaluation in that state is not officially completed therefore it is not included in the reporting.

Hi All - 

I have poked around abit, but I am struggling to find answers, so I am turning to the Genesys Hive Mind.    I have 2 questions:

1. Is it possible to disable agent notification of completed evaluations? Client is looking to be able to perform evaluations, have them included in evaluation reporting, but not have agents notified.  I have reviewed permissions thinking that it is permission based, but I cannot determine which permission it would be.
2. Why are "Never Released" evaluations not included in the reporting?

Thanks Mark - One more question.  I have a client that would like the agents to have the ability to review their evaluations but want to remove the ability for agents to leave comments on an evaluation.  I have reviewed Quality Management permissions on the agent role, and cannot determine which permission needs to be removed.

Is this something that is possible? Or is the agent comment field always present?

Hi Russell. visibility of completed evaluations is managed by permissions granted to their role. If you remove the permissions for the agent to participate and view evaluations then the individuals assigned that permission will not have visibility. 

An evaluation in that state is not officially completed therefore it is not included in the reporting.

Hi All - 

I have poked around abit, but I am struggling to find answers, so I am turning to the Genesys Hive Mind.    I have 2 questions:

1. Is it possible to disable agent notification of completed evaluations? Client is looking to be able to perform evaluations, have them included in evaluation reporting, but not have agents notified.  I have reviewed permissions thinking that it is permission based, but I cannot determine which permission it would be.
2. Why are "Never Released" evaluations not included in the reporting?

Hi Russell. visibility of completed evaluations is managed by permissions granted to their role. If you remove the permissions for the agent to participate and view evaluations then the individuals assigned that permission will not have visibility. 

An evaluation in that state is not officially completed therefore it is not included in the reporting.

Hi All - 

I have poked around abit, but I am struggling to find answers, so I am turning to the Genesys Hive Mind.    I have 2 questions:

1. Is it possible to disable agent notification of completed evaluations? Client is looking to be able to perform evaluations, have them included in evaluation reporting, but not have agents notified.  I have reviewed permissions thinking that it is permission based, but I cannot determine which permission it would be.
2. Why are "Never Released" evaluations not included in the reporting?

Hi Mark, 

I wanted to picky back off of Russell's question but from a different perspective. A business unit that I support intentionally does not release the evaluation to the agents because they don't want the agent to receive a notification. Also, it allows the Supervisor to review the evaluation, prior to the agent reviewing it.

Since the evaluation is not released to the agent, it appears that the evaluation information does not appear in the Agent Performance>>Evaluations section. Is this the way the system is designed? And if so, do you know if there is an Idea already submitted to "allow evaluations that were completed, but not released to the agent, to still be visible in the Agent Performance>>Evaluations section"? 

Hi Russell. visibility of completed evaluations is managed by permissions granted to their role. If you remove the permissions for the agent to participate and view evaluations then the individuals assigned that permission will not have visibility. 

An evaluation in that state is not officially completed therefore it is not included in the reporting.

Hi All - 

I have poked around abit, but I am struggling to find answers, so I am turning to the Genesys Hive Mind.    I have 2 questions:

1. Is it possible to disable agent notification of completed evaluations? Client is looking to be able to perform evaluations, have them included in evaluation reporting, but not have agents notified.  I have reviewed permissions thinking that it is permission based, but I cannot determine which permission it would be.
2. Why are "Never Released" evaluations not included in the reporting?

Hi Kianna,

This is how the system is designed because technically you have not released the evaluation, meaning you are not releasing those results into the domain. The evaluation must be released to view in the perfomance view.

If you purely just want the supervisor to see the evalution BEFORE the agent you can choose a future release date and in the drop down arrow next to submit you have the option to submit and assign - here you can notify the supervisor before the agent. Alternatively, the supervisor can change the release schedule with the right permission.

Back to the original question and other comments. The agent MUST have evaluation > participate permission. Wanted to clear that up as removing this removes the ability to evaluate them.

Also can't promise this will work but you could look to remove their ability to 'view' evaluations but comes with the caveat they can't view in any performance view. Here is an article on the inbox in relation to evaluations and you will see the pre-req of permissions.

https://help.mypurecloud.com/articles/view-evaluations-from-the-inbox/

To view your released evaluations:

• Analytics > Conversation Aggregate > View permission
• Quality > Evaluation > Edit Agent Sign-off permission
• Quality > Evaluation > View permission

Thanks,

Kieron

Hi Mark, 

I wanted to picky back off of Russell's question but from a different perspective. A business unit that I support intentionally does not release the evaluation to the agents because they don't want the agent to receive a notification. Also, it allows the Supervisor to review the evaluation, prior to the agent reviewing it.

Since the evaluation is not released to the agent, it appears that the evaluation information does not appear in the Agent Performance>>Evaluations section. Is this the way the system is designed? And if so, do you know if there is an Idea already submitted to "allow evaluations that were completed, but not released to the agent, to still be visible in the Agent Performance>>Evaluations section"? 

Hi Russell. visibility of completed evaluations is managed by permissions granted to their role. If you remove the permissions for the agent to participate and view evaluations then the individuals assigned that permission will not have visibility. 

An evaluation in that state is not officially completed therefore it is not included in the reporting.

Hi All - 

I have poked around abit, but I am struggling to find answers, so I am turning to the Genesys Hive Mind.    I have 2 questions:

1. Is it possible to disable agent notification of completed evaluations? Client is looking to be able to perform evaluations, have them included in evaluation reporting, but not have agents notified.  I have reviewed permissions thinking that it is permission based, but I cannot determine which permission it would be.
2. Why are "Never Released" evaluations not included in the reporting?