In this video, Guru discusses two new features.

Quality evaluation revision enablement for rescores

Administrators can now enable agents and quality evaluators to access previous evaluation revisions due to a rescore. 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 WEM Add-on I, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud EX.

Quality management evaluations assignment

Quality managers can now reassign evaluations to eligible users throughout the scoring, reviewing, and releasing evaluations workflow. With this update, assigned agents receive a notification when an evaluation is assigned to them, regardless of their availability status. In addition, users can add private comments to evaluations, ensuring confidentiality and fostering effective communication within the evaluation process. For more information, see Assign an evaluation to an assignee. 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, or Genesys Cloud EX.

Presenter: @Guru Prasadh Jeevan Rao

Release notes: https://help.mypurecloud.com/releasenote/october-25-2023/

#TAMStudios #FeatureReview #Qualitymanagement

Please post any questions, or comments, below or email us at TAMStudios@Genesys.com

#QualityManagement
#CommunityVideos(TAM,QA,etc.)