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Why don't Quality Assurance Evaluation Form "Name" updates reflect in the pick lists for interaction QA Evaluation Form Selection and Evaluation Form Filters for reporting?

  • 1.  Why don't Quality Assurance Evaluation Form "Name" updates reflect in the pick lists for interaction QA Evaluation Form Selection and Evaluation Form Filters for reporting?

    Posted 20 days ago

    We currently have a business process that when we make a change to an existing QA Evaluation Form's content, we make a copy of the form with an updated name including a version number. The old evaluation form that will no longer be in use is then updated to change the form's name to include "DO NOT USE" so that the evaluation form listings are clear on which published evaluation forms are still valid. When an evaluation form's name is updated, this is not currently being reflected in the pick lists for selecting an evaluation form for an interaction's QA Scoring or Calibration. This creates confusion regarding which evaluation forms are still valid for use. The evaluation form name updates are not reflected in the pick list for reporting filters either. This seems like a bug that needs resolved. 

    Also, what is the impact of "deleting" a published QA Evaluation Form that is no longer intended for use. We still want to be able to reference the content and are concerned there might be unintended consequences for past QA Evaluations score reporting for any evaluation forms that were previously used but then deleted. Are there any impacts to deleting old evaluation forms no longer in use? If an old evaluation form is deleted, is it still available for review at a later date? 

    Would appreciate any information that can be shared regarding this issue.

     


    #QualityManagement

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    James Starling
    Members Service Center Quality Assurance Manager
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  • 2.  RE: Why don't Quality Assurance Evaluation Form "Name" updates reflect in the pick lists for interaction QA Evaluation Form Selection and Evaluation Form Filters for reporting?

    Posted 18 days ago

    I feel your frustration.  You can delete the form and still report on historical data, but you have no reference at that point.  I added this idea, so you and others can vote to get a disabled button in the form.  Add an option to enable or disable an | Genesys Cloud Ideas Portal



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Why don't Quality Assurance Evaluation Form "Name" updates reflect in the pick lists for interaction QA Evaluation Form Selection and Evaluation Form Filters for reporting?

    Posted 18 days ago

    Thanks Robert!. I noticed today that this bug with the evaluation form name updates is also present on in the pick lists on the evaluation policies screen. 



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    James Starling
    Members Service Center Quality Assurance Manager
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