In the first full week of the policy being in place, there are 35 agents across all of the queues, but only 15 of them were assigned evaluations.  There were 920 interactions that fell within the connection period (calculated by total talk+total hold) for 22 of the agents. So I understand why 13 that didn't have interactions also didn't have an evaluation, but we still have 7 not being assigned interactions.

Criteria set:

• Queues: Queue A, Queue B, Queue C (some overlap between queues, but not all agents are in all queues)
• Date range: 2/18/2024-1/1/2025

Actions to Perform

• Create evaluations by agents
  • Agents connected duration 5 minutes-10minutes
  • Assign to one evaluator
  • Fixed number of evaluations per period
    • 1 interactions to evaluate per agent
    • Time Interval: 1 week

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------

This doesn't solve my question above but...

@Tracy Vickers  I found this verbiage in the resource center article: https://help.mypurecloud.com/articles/create-recording-policy/

• A policy creates an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

I'm confused because the first sentence implies that the system will create an evaluation but the example implies that it will not create an evaluation.  Which is accurate? 

------------------------------
Shelby Cronk
C1

Original Message:
Sent: 03-08-2024 17:44
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?

In the first full week of the policy being in place, there are 35 agents across all of the queues, but only 15 of them were assigned evaluations.  There were 920 interactions that fell within the connection period (calculated by total talk+total hold) for 22 of the agents. So I understand why 13 that didn't have interactions also didn't have an evaluation, but we still have 7 not being assigned interactions.

Criteria set:

• Queues: Queue A, Queue B, Queue C (some overlap between queues, but not all agents are in all queues)
• Date range: 2/18/2024-1/1/2025

Actions to Perform

• Create evaluations by agents
  • Agents connected duration 5 minutes-10minutes
  • Assign to one evaluator
  • Fixed number of evaluations per period
    • 1 interactions to evaluate per agent
    • Time Interval: 1 week

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------

Hi Shelby,

Sorry I missed this I have been on leave - let me see if I can find anything else that can help you.

This doesn't solve my question above but...

@Tracy Vickers  I found this verbiage in the resource center article: https://help.mypurecloud.com/articles/create-recording-policy/

• A policy creates an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

I'm confused because the first sentence implies that the system will create an evaluation but the example implies that it will not create an evaluation.  Which is accurate? 

------------------------------
Shelby Cronk
C1

Original Message:
Sent: 03-08-2024 17:44
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?

In the first full week of the policy being in place, there are 35 agents across all of the queues, but only 15 of them were assigned evaluations.  There were 920 interactions that fell within the connection period (calculated by total talk+total hold) for 22 of the agents. So I understand why 13 that didn't have interactions also didn't have an evaluation, but we still have 7 not being assigned interactions.

Criteria set:

• Queues: Queue A, Queue B, Queue C (some overlap between queues, but not all agents are in all queues)
• Date range: 2/18/2024-1/1/2025

Actions to Perform

• Create evaluations by agents
  • Agents connected duration 5 minutes-10minutes
  • Assign to one evaluator
  • Fixed number of evaluations per period
    • 1 interactions to evaluate per agent
    • Time Interval: 1 week

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------

Hi Tracy,

Are there any updates to this?  Our policies are not working either.  We are finding that not all agents are receiving the 3/week per the policy but there are enough interactions to create an evaluation on.

Bev Malouf

Hi Shelby,

Sorry I missed this I have been on leave - let me see if I can find anything else that can help you.

This doesn't solve my question above but...

@Tracy Vickers  I found this verbiage in the resource center article: https://help.mypurecloud.com/articles/create-recording-policy/

• A policy creates an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

I'm confused because the first sentence implies that the system will create an evaluation but the example implies that it will not create an evaluation.  Which is accurate? 

------------------------------
Shelby Cronk
C1

Original Message:
Sent: 03-08-2024 17:44
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?

In the first full week of the policy being in place, there are 35 agents across all of the queues, but only 15 of them were assigned evaluations.  There were 920 interactions that fell within the connection period (calculated by total talk+total hold) for 22 of the agents. So I understand why 13 that didn't have interactions also didn't have an evaluation, but we still have 7 not being assigned interactions.

Criteria set:

• Queues: Queue A, Queue B, Queue C (some overlap between queues, but not all agents are in all queues)
• Date range: 2/18/2024-1/1/2025

Actions to Perform

• Create evaluations by agents
  • Agents connected duration 5 minutes-10minutes
  • Assign to one evaluator
  • Fixed number of evaluations per period
    • 1 interactions to evaluate per agent
    • Time Interval: 1 week

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------

Hi Tracy,

Are there any updates to this?  Our policies are not working either.  We are finding that not all agents are receiving the 3/week per the policy but there are enough interactions to create an evaluation on.

Bev Malouf

Hi Shelby,

Sorry I missed this I have been on leave - let me see if I can find anything else that can help you.

This doesn't solve my question above but...

@Tracy Vickers  I found this verbiage in the resource center article: https://help.mypurecloud.com/articles/create-recording-policy/

• A policy creates an evaluation to interactions without a recording on the agent side of the interaction. For example, if an agent dismisses and does not reply to an email, then Genesys Cloud does not create a recording for the agent and the policy cannot create an evaluation for the interaction. However, you can still manually assign an evaluation to the interaction.

I'm confused because the first sentence implies that the system will create an evaluation but the example implies that it will not create an evaluation.  Which is accurate? 

------------------------------
Shelby Cronk
C1

Original Message:
Sent: 03-08-2024 17:44
From: Shelby Cronk
Subject: Evaluation/Quality Policy: Why is my quality policy not working?

In the first full week of the policy being in place, there are 35 agents across all of the queues, but only 15 of them were assigned evaluations.  There were 920 interactions that fell within the connection period (calculated by total talk+total hold) for 22 of the agents. So I understand why 13 that didn't have interactions also didn't have an evaluation, but we still have 7 not being assigned interactions.

Criteria set:

• Queues: Queue A, Queue B, Queue C (some overlap between queues, but not all agents are in all queues)
• Date range: 2/18/2024-1/1/2025

Actions to Perform

• Create evaluations by agents
  • Agents connected duration 5 minutes-10minutes
  • Assign to one evaluator
  • Fixed number of evaluations per period
    • 1 interactions to evaluate per agent
    • Time Interval: 1 week

#QualityManagement

------------------------------
Shelby Cronk
C1
------------------------------