Workforce Engagement Management

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Hi Mark, 

Another couple of related question:

1) Is the calibration results tab only visible to the person who created the calibration? is that how it is? As in our case when I create calibration and add other QAs - then those QAs do not see calibration results tabs once they are done completing calibration. So just wanted to confirm if this is expected behavior.

2) Is there a way - currently to share the calibration results with other team members like other Quality Admins or Analysts? 

Thanks in advance.

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

We find the current feature as designed really makes running calibrations sessions much more difficult than it should be. If all parties to the calibration performed could access the overview, that would really help. Further, allowing any user that has access to perform calibrations to review completed or in progress calibration summaries would make inspecting the outcomes as another party much easier. This feature really does need adjusted. 

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Hello James,

Thank you for your feedback. In your case, should all evaluators with calibration access be able to view a completed evaluation, even if they were not assigned to it?. 

We do have plans to revamp the way calibration evaluations work, and would be interested in getting your feedback.

Regards,

We find the current feature as designed really makes running calibrations sessions much more difficult than it should be. If all parties to the calibration performed could access the overview, that would really help. Further, allowing any user that has access to perform calibrations to review completed or in progress calibration summaries would make inspecting the outcomes as another party much easier. This feature really does need adjusted. 

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Hello James,

Thank you for your feedback. In your case, should all evaluators with calibration access be able to view a completed evaluation, even if they were not assigned to it?. 

We do have plans to revamp the way calibration evaluations work, and would be interested in getting your feedback.

Regards,

We find the current feature as designed really makes running calibrations sessions much more difficult than it should be. If all parties to the calibration performed could access the overview, that would really help. Further, allowing any user that has access to perform calibrations to review completed or in progress calibration summaries would make inspecting the outcomes as another party much easier. This feature really does need adjusted. 

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

Hello James,

Thank you for your feedback. In your case, should all evaluators with calibration access be able to view a completed evaluation, even if they were not assigned to it?. 

We do have plans to revamp the way calibration evaluations work, and would be interested in getting your feedback.

Regards,

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com

Original Message:
Sent: 04-18-2025 15:56
From: James Starling
Subject: Calibration Screens

We find the current feature as designed really makes running calibrations sessions much more difficult than it should be. If all parties to the calibration performed could access the overview, that would really help. Further, allowing any user that has access to perform calibrations to review completed or in progress calibration summaries would make inspecting the outcomes as another party much easier. This feature really does need adjusted. 

------------------------------
James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.org
Anchorage, AK
United States

Original Message:
Sent: 03-08-2024 08:35
From: Mark Fagus
Subject: Calibration Screens

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

------------------------------
Mark Fagus
Genesys - Employees

Original Message:
Sent: 03-07-2024 15:06
From: Cressida Gioiella
Subject: Calibration Screens

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

#QualityManagement

------------------------------
Cressida Gioiella
Massachusetts Mutual Life Insurance Company
------------------------------

Hi, Jose! In our company we would like users with permissions to create a calibration to see each other calibrations results screen. 
For example, we have team leaders who are doing agent evaluations and they need to be calibrated. They are normally added as participants. We don't want them to see how other calibratioon participants scored in the calibration. 

Another role involved are Quality Specialists (Country Quality Admins). They are the ones creating calibrations and adding team leaders to calibrate. These users want to support each other in calibrations within divisions they have access to. 

It would already improve their experience drastically and help these users love QM in Genesys cloud =) 
Of course historical reporting aggregated by calibration participants, forms and questions would make it even better. It would help to answer question: which evaluators or questions or forms require more attention based on higher score variance. 
Thanks! 

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden

Original Message:
Sent: 04-21-2025 11:08
From: Jose Ruiz
Subject: Calibration Screens

Hello James,

Thank you for your feedback. In your case, should all evaluators with calibration access be able to view a completed evaluation, even if they were not assigned to it?. 

We do have plans to revamp the way calibration evaluations work, and would be interested in getting your feedback.

Regards,

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com

Original Message:
Sent: 04-18-2025 15:56
From: James Starling
Subject: Calibration Screens

We find the current feature as designed really makes running calibrations sessions much more difficult than it should be. If all parties to the calibration performed could access the overview, that would really help. Further, allowing any user that has access to perform calibrations to review completed or in progress calibration summaries would make inspecting the outcomes as another party much easier. This feature really does need adjusted. 

------------------------------
James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.org
Anchorage, AK
United States

Original Message:
Sent: 03-08-2024 08:35
From: Mark Fagus
Subject: Calibration Screens

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

------------------------------
Mark Fagus
Genesys - Employees

Original Message:
Sent: 03-07-2024 15:06
From: Cressida Gioiella
Subject: Calibration Screens

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

#QualityManagement

------------------------------
Cressida Gioiella
Massachusetts Mutual Life Insurance Company
------------------------------

Hello @Ekaterina Kononova, 

Thank you for your feedback. It seems that in your case the current behavior works, correct?. Today only the user creating the calibration evaluation will be able to see all results, while participating evaluators can only see their own evaluation. 

From a reporting perspective, once we get close to working on the calibration revamp I will reach out to share our plans and collect more detailed feedback.  

Hi, Jose! In our company we would like users with permissions to create a calibration to see each other calibrations results screen. 
For example, we have team leaders who are doing agent evaluations and they need to be calibrated. They are normally added as participants. We don't want them to see how other calibratioon participants scored in the calibration. 

Another role involved are Quality Specialists (Country Quality Admins). They are the ones creating calibrations and adding team leaders to calibrate. These users want to support each other in calibrations within divisions they have access to. 

It would already improve their experience drastically and help these users love QM in Genesys cloud =) 
Of course historical reporting aggregated by calibration participants, forms and questions would make it even better. It would help to answer question: which evaluators or questions or forms require more attention based on higher score variance. 
Thanks! 

------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden

Original Message:
Sent: 04-21-2025 11:08
From: Jose Ruiz
Subject: Calibration Screens

Hello James,

Thank you for your feedback. In your case, should all evaluators with calibration access be able to view a completed evaluation, even if they were not assigned to it?. 

We do have plans to revamp the way calibration evaluations work, and would be interested in getting your feedback.

Regards,

------------------------------
Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com

Original Message:
Sent: 04-18-2025 15:56
From: James Starling
Subject: Calibration Screens

We find the current feature as designed really makes running calibrations sessions much more difficult than it should be. If all parties to the calibration performed could access the overview, that would really help. Further, allowing any user that has access to perform calibrations to review completed or in progress calibration summaries would make inspecting the outcomes as another party much easier. This feature really does need adjusted. 

------------------------------
James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.org
Anchorage, AK
United States

Original Message:
Sent: 03-08-2024 08:35
From: Mark Fagus
Subject: Calibration Screens

Good morning Cress. It is by design that only the facilitator of the Calibration event can see the info. Others trying to access are not missing a permission. There is an idea that was submitted to change the design to allow others to have visibility. I would ask that you vote on this idea. https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

Thanks,

Mark

------------------------------
Mark Fagus
Genesys - Employees

Original Message:
Sent: 03-07-2024 15:06
From: Cressida Gioiella
Subject: Calibration Screens

Hello-

I need assistance in how the Quality Assurance Calibration screens operate.  I have reviewed the articles and the community however am not able to find this specific detail.  

It appears to me that if you are the QA Admin that starts a calibration you are the only one that will see the calibrations under the Calibration Activity screen.  Is that accurate?  We would assume all admins would be able to view the calibrations here but that is not the case.

The other admins that did not create the calibration can view the activity by agent on the needing attention screen or on the specific interaction the calibration is on.  

We are trying to understand if the above is accurate or if there is a missing permission.  From the articles it does not appear to be perm based.  
thank you

#QualityManagement

------------------------------
Cressida Gioiella
Massachusetts Mutual Life Insurance Company
------------------------------