Genesys Cloud CX

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Evaluation source in evaluation cards 

04-03-2023 22:16

Description: 

In this video @Christopher Visick  talks about Evaluation source in evaluation cards

Administrators and contact center supervisors can now see the evaluation source on an evaluation card. This feature enables supervisors to better understand how an evaluation was created.

For more information, see View a completed evaluation.

This feature requires one of the following subscriptions:

  • Genesys Cloud CX 1 WEM Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 2 Digital
  • Genesys Cloud CX 3
  • Genesys Cloud CX 3 Digital

 

Post any questions or comments below or email us at TAMStudios@Genesys.com  


#QualityManagement

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Comments

06-26-2023 14:06

Hello! I am looking for an answer regarding the evaluations that I can't find anywhere in the feature documentation. As of today, is it possible to carry out to segment evaluations per agent when an interaction has multiple agents handling them?

In other words, can we introduce more than 1 evaluation with the same or different forms along an interaction when it has been completed? 

Example: an inbound call that was handled by an agent from X department at one stage and then transferred to Y department and completed by another agent.
Many thanks.

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