Allow me to explain... We're new to the product and are still figuring out ways to make it work best for our business. We have a need to evaluate work that is done off-phone and our previous product allowed us to submit and track evaulations that were not connected to an interaction. Genesys basically said all evaluations have to be tied to an Interaction, so we found a way fake it. I set up an email address and a special not-live-call queue in Genesys. When we email this address, it creates an email interaction. Anyone I assign to that queue will be able to go on-queue, accept and wrap the email interaction quite easily. Those interactions now appear searchable. We plan to send emails on a monthly basis, each with a Subject line noting what that Interaction would be for, and then allow the monitors to create multiple evaluations under that interaction for the month. Repeat next month with new email/interaction/subjects. This data can then be extracted and reported upon. Keeps evaluations all to one system and circumvent the "you can't do that.." edict. Not that we'll expect to do a thousand evals under one interaction, but is there a limit? I'd rather know than be surprised if it's reached quickly. 

#QualityManagement

------------------------------
Lisa Johnson
Cardworks Servicing, LLC
------------------------------

Hi Lisa,

I liked your imagination; Interesting workaround.

Below is the answer to your question.

• You can choose to create up to the maximum number of evaluations per agent per time period.
  The maximum number of evaluations that you can create per agent per time interval:
  • Day – 50
  • Week – 175
  • Month – 700

Create evaluations by agents - Genesys Cloud Resource Center

Genesys Cloud Resource Center		remove preview
Create evaluations by agents - Genesys Cloud Resource Center Genesys Cloud allows you to create policies and create evaluations based on... [More] View this on Genesys Cloud Resource Center >

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 01-09-2024 13:26
From: Lisa Johnson
Subject: Is there a limit to how many evaluations can be performed on a single interaction?

Allow me to explain... We're new to the product and are still figuring out ways to make it work best for our business. We have a need to evaluate work that is done off-phone and our previous product allowed us to submit and track evaulations that were not connected to an interaction. Genesys basically said all evaluations have to be tied to an Interaction, so we found a way fake it. I set up an email address and a special not-live-call queue in Genesys. When we email this address, it creates an email interaction. Anyone I assign to that queue will be able to go on-queue, accept and wrap the email interaction quite easily. Those interactions now appear searchable. We plan to send emails on a monthly basis, each with a Subject line noting what that Interaction would be for, and then allow the monitors to create multiple evaluations under that interaction for the month. Repeat next month with new email/interaction/subjects. This data can then be extracted and reported upon. Keeps evaluations all to one system and circumvent the "you can't do that.." edict. Not that we'll expect to do a thousand evals under one interaction, but is there a limit? I'd rather know than be surprised if it's reached quickly. 

#QualityManagement

------------------------------
Lisa Johnson
Cardworks Servicing, LLC
------------------------------

Thanks for the quick response! If I understand you correctly, there can be up to 700 evaluations performed per agent per month. So, if I have 5 Interactions for that agent (in this email scenario, the agent name that shows is the one that "Answered" and wrapped the email call) this month, then, between those 5 interactions we can have 50/day or 175/week, not to exceed 700 in the month. It's all added together because it's the same "agent" whose name appears on the Interaction. 

Hi Lisa,

I liked your imagination; Interesting workaround.

Below is the answer to your question.

• You can choose to create up to the maximum number of evaluations per agent per time period.
  The maximum number of evaluations that you can create per agent per time interval:
  • Day – 50
  • Week – 175
  • Month – 700

Create evaluations by agents - Genesys Cloud Resource Center

Genesys Cloud Resource Center		remove preview
Create evaluations by agents - Genesys Cloud Resource Center Genesys Cloud allows you to create policies and create evaluations based on... [More] View this on Genesys Cloud Resource Center >

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 01-09-2024 13:26
From: Lisa Johnson
Subject: Is there a limit to how many evaluations can be performed on a single interaction?

Allow me to explain... We're new to the product and are still figuring out ways to make it work best for our business. We have a need to evaluate work that is done off-phone and our previous product allowed us to submit and track evaulations that were not connected to an interaction. Genesys basically said all evaluations have to be tied to an Interaction, so we found a way fake it. I set up an email address and a special not-live-call queue in Genesys. When we email this address, it creates an email interaction. Anyone I assign to that queue will be able to go on-queue, accept and wrap the email interaction quite easily. Those interactions now appear searchable. We plan to send emails on a monthly basis, each with a Subject line noting what that Interaction would be for, and then allow the monitors to create multiple evaluations under that interaction for the month. Repeat next month with new email/interaction/subjects. This data can then be extracted and reported upon. Keeps evaluations all to one system and circumvent the "you can't do that.." edict. Not that we'll expect to do a thousand evals under one interaction, but is there a limit? I'd rather know than be surprised if it's reached quickly. 

#QualityManagement

------------------------------
Lisa Johnson
Cardworks Servicing, LLC
------------------------------

Yes, Lisa, the documentation confirmed it.

Att,

Thanks for the quick response! If I understand you correctly, there can be up to 700 evaluations performed per agent per month. So, if I have 5 Interactions for that agent (in this email scenario, the agent name that shows is the one that "Answered" and wrapped the email call) this month, then, between those 5 interactions we can have 50/day or 175/week, not to exceed 700 in the month. It's all added together because it's the same "agent" whose name appears on the Interaction. 

Hi Lisa,

I liked your imagination; Interesting workaround.

Below is the answer to your question.

• You can choose to create up to the maximum number of evaluations per agent per time period.
  The maximum number of evaluations that you can create per agent per time interval:
  • Day – 50
  • Week – 175
  • Month – 700

Create evaluations by agents - Genesys Cloud Resource Center

Genesys Cloud Resource Center		remove preview
Create evaluations by agents - Genesys Cloud Resource Center Genesys Cloud allows you to create policies and create evaluations based on... [More] View this on Genesys Cloud Resource Center >

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 01-09-2024 13:26
From: Lisa Johnson
Subject: Is there a limit to how many evaluations can be performed on a single interaction?

Allow me to explain... We're new to the product and are still figuring out ways to make it work best for our business. We have a need to evaluate work that is done off-phone and our previous product allowed us to submit and track evaulations that were not connected to an interaction. Genesys basically said all evaluations have to be tied to an Interaction, so we found a way fake it. I set up an email address and a special not-live-call queue in Genesys. When we email this address, it creates an email interaction. Anyone I assign to that queue will be able to go on-queue, accept and wrap the email interaction quite easily. Those interactions now appear searchable. We plan to send emails on a monthly basis, each with a Subject line noting what that Interaction would be for, and then allow the monitors to create multiple evaluations under that interaction for the month. Repeat next month with new email/interaction/subjects. This data can then be extracted and reported upon. Keeps evaluations all to one system and circumvent the "you can't do that.." edict. Not that we'll expect to do a thousand evals under one interaction, but is there a limit? I'd rather know than be surprised if it's reached quickly. 

#QualityManagement

------------------------------
Lisa Johnson
Cardworks Servicing, LLC
------------------------------