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As a part of the upcoming release (updated date: targeting Oct 25) of the ability to dispute and the ability to assign an evaluation there will be some changes that affect existing functionality, as such I wanted to share that with the community in advance.
#WorkforceEngagementManagement#QualityManagement------------------------------Herrick MaiGenesys - Employees------------------------------
HI Herrick MaiThank you for this information, it is helpful so that we can update our agents in advance. Once you have the date we will see this on the upcoming releases? Please confirm, It will impact all forms regardless if you are using the dispute functionality.As always, thank you
As a part of the upcoming release (targeting Oct 18) of the ability to dispute and the ability to assign an evaluation there will be some changes that affect existing functionality, as such I wanted to share that with the community in advance.
Hey Cressida, users that are in the dispute and assignment beta will already see these label changes as a part of that beta. The current target date of when all others outside the beta to see this would be Oct 18. If the date changes I'll be sure to update in the community posts.
Good Morning Herrick-
These changes are excellent! I think this will help ease some confusion as to what the button truly means. Of course, I will still want to see the 'dispute' button renamed to something softer such as 'request revision' or 'request review' as the developers move along with this.
Hi Cherri, thanks for the feedback, I'll be posting a discussion to summarize all the feedback from that feedback and the outcomes shortly so please check it out when it is available.
Good Morning-I do not see these changes listed on the release page, can you confirm that they are still on target to release as of 10/18?
We have updated the target date to now have the release date of Oct 25th.
My question is on rescore. We have noticed that if a different user rescored a completed evaluation, the evaluation will be viewable from the Agent Evaluation page but the score shows blank. The score is only viewable from the Agent Interactions. I haven't noticed this in the past and it was just a couple of days ago that someone brought this up.
Hi Anna,We noticed the same thing, it started on November 2nd. We opened a Customer Care case. We have not received a response as of today, 11/10. It is a high priority for us due to the timing. The rescores our team completed were for the month of October which is impacting reporting for the end of month.
Thank you for sharing. The reported missing data is also for month-end. Hoping this gets fixed soon. Have you received any response?
Hi Anna, Nothing yet, I can share with you once we have an answer.
Apologizes for the delay as I was out yesterday but I've been informed that the team is actively working on a fix for this.