For Process Automation, might that include being able to assign the disputed evaluation to the agent's supervisor or a group of supervisors within a role? Trying to see how creative the automation would get.
------------------------------
Dagmar Dollard
Pentagon Federal Credit Union
------------------------------
Original Message:
Sent: 05-23-2024 10:12
From: Mark Fagus
Subject: Evaluation Disputes
Since it is left Unassigned there is not a notification delivered to your evaluators. It would be visible by searching for Evaluations that are Unassigned.
------------------------------
Mark Fagus
Genesys - Employees
Original Message:
Sent: 05-23-2024 09:41
From: Melinda Butler
Subject: Evaluation Disputes
Thank you for your reply, Mark. That is helpful information. I have another question. If left unassigned do all evaluators get a notification in their inbox? If not, where can we see that there has been a dispute on a review that needs to be handled?
Thank you,
Melinda
------------------------------
Melinda Butler
Utilities Protection Center
Original Message:
Sent: 05-23-2024 09:03
From: Mark Fagus
Subject: Evaluation Disputes
Hi Melinda, it means that the dispute will not be automatically assigned to an individual as part of the dispute process. The evaluation review can be worked by any of the evaluators.
------------------------------
Mark Fagus
Genesys - Employees
Original Message:
Sent: 05-21-2024 11:09
From: Melinda Butler
Subject: Evaluation Disputes
When I go to the evaluation form and settings and enable disputes, I don't understand how "Leave Unassigned" works. What does it mean for "Process Automation is required to assign the evaluation"?
Thank you,
Melinda
#QualityManagement
------------------------------
Melinda Butler
Utilities Protection Center
------------------------------