The data is contained in the evaluation participant data, but not really exposed in the UI except in one location - in the Evaluation tab in the agent performance for a single agent.
Otherwise, you need to look at using the API and filter for:
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Whether the evaluation has been read by agent.
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-08-2023 18:53
From: Jessica Blanck
Subject: Quality - Agent Review notification
Hi,
Is there a way to switch on an automated notification to the evaluator once a consultant does an Agent Review and saves.
Currently, the team are going in to look and review whether a consultant has reviewed and made comments, though we would like this as a notification within Genesys - is this possible?
Thanks,
Jess
#QualityManagement
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Jessica Blanck
PICA Group
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