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  • 1.  Evaluation Auto Assign Run Time

    Posted 02-14-2023 11:35

    We've been using auto-assign evaluation policies for several months.  In the past, I could activate or make changes to a policy, and the policy would still assign calls for evaluations that evening.  Lately, I've noticed that when I make a change or start a policy, it doesn't run again until the next day.  For instance, I remove agents from a policy on Tuesday day but the next delivery of evaluations isn't until Wednesday night.  Is this working as designed?


    #QualityManagement

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    Ericka Heller
    Quality Assurance Manager
    Ferguson Enterprises LLC
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  • 2.  RE: Evaluation Auto Assign Run Time

    Posted 02-24-2023 20:30

    Going out on a limb here, but I am guessing that the date for the timer is in Zulu time so it is probably already tomorrow when you change it today.  I have seen the same for schedules that pass the next time barrier in Zulu time.   



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Evaluation Auto Assign Run Time

    GENESYS
    Posted 03-09-2023 11:55

    Hi Ericka,

    Robert was correct in that the "end of day" is likely the start of the next day in UTC time.

    If the change is being made at 9 AM EST and nothing happens until the next night then please open a ticket and we can investigate.

    Thanks



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    Herrick Mai
    Genesys - Employees
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    Original Message


  • 4.  RE: Evaluation Auto Assign Run Time

    Posted 03-22-2023 22:21

    I removed agents from auto-assign policies today at approximately 3:30pm (Central) and the policies did not run tonight as they should have.  Additionally, according to this article (https://help.mypurecloud.com/articles/assign-evaluations-per-agent-overview/), "Adding and removing agents does not affect the entire policy" and should not cause any disruption.  I will submit a ticket as you recommended.



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    Ericka Heller
    Ferguson Enterprises LLC
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    Original Message


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