Hi there, we have 2 evaluation policies set up that are working for us except that the policies select interactions that have multiple agents. Multiple agents could occur when a phone agent answers a call and then transfers the interaction to a Case Manager (another agent) that is handling the request. (see attachment)
The policies are automatically selecting an agent in that interaction and at times it has selected the incorrect agent.
Is there a way that we can either:
- have in the policies that ONLY interactions with SINGLE AGENTS are selected? or,
- Is there a way that we can amend an already assigned interaction from the incorrectly selected Agent to the correct Agent?
Currently what we do is delete that evaluation and create a new one for the correct Agent - however if this is not picked up by the Evaluator and they complete the evaluation, they then unfortunately release the evaluation to the incorrect Agent. If this happens can we amend and reassign an already completed evaluation?
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Keryl Murray
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