Adding Evaluation Done Date Column in Interaction View

Example ticket. https://dirad.zendesk.com/agent/tickets/48981

Overview: The purpose of this article is to address the need for an additional column in the Interaction View that allows users to view the "Evaluation Done Date" alongside the existing interaction data. This enhancement is necessary to distinguish between the interaction date and the evaluation date, ensuring accurate reporting and analysis.

Background: Currently, users can schedule and generate Agent Evaluation reports for a given period. However, there is a requirement to differentiate the date of the interaction from the date the evaluation was completed. This distinction is important because evaluations may not always be completed within the same month as the interaction. Without a separate "Evaluation Done Date" column, users must manually track and match interactions with their corresponding evaluations.

Issue Summary:

• Users need the ability to see both the interaction date and the evaluation date within the same report.

• The current reporting system under Genesys allows filtering by work teams but does not provide the evaluation date when filtering for an entire team.

• Manual manipulation and calculations are currently required to track evaluation timelines accurately.

• The absence of this feature impacts workflow efficiency for teams performing quality assessments and tracking agent performance.

Current Actions Taken:

• A request for this feature enhancement has been raised with Genesys (Reference: Genesys Cloud Idea WEM-I-316).

• A demo was conducted with the CCC team to review the available Agent Evaluation reports.

• JP and George scheduled an Agent Evaluation report and demonstrated its current capabilities.

• The issue has been identified as a potential feature enhancement rather than a defect.

• Follow-up with Genesys is ongoing to determine whether this request is on their current roadmap.

Next Steps:

1. Continue monitoring updates from Genesys regarding the implementation of this feature.

2. If no immediate resolution is available, escalate the request for prioritization in future updates.

3. Communicate with stakeholders regarding workarounds and potential interim solutions.

4. Conduct additional demos and gather feedback from users to refine the request further.

Conclusion: The inclusion of an "Evaluation Done Date" column in the Interaction View will significantly improve the accuracy and efficiency of agent evaluations. Until this enhancement is implemented, teams must continue manually tracking evaluations. Updates on the feature request will be shared as they become available.