We are currently running a quality calibration session, and my evaluators are complaining that they are seeing different versions of the QA form.
In CIC (PureConnect), we used to just publish a single form and everyone used it. In Genesys Cloud, if an interaction was recorded yesterday under Form v1, and I published Form v2 this morning, the system forces the evaluator to use v1 for yesterday’s call. How do I force everyone to use the newest version for calibration?
If evaluators are scoring the exact same interaction on different forms, we cannot legally justify the QA score to the auditors.
Under our internal banking compliance rules, calibration sessions must be performed under identical conditions. The platform’s behavior of locking the form version to the timestamp of the interaction is actually a protective measure for regulatory compliance, ensuring agents are graded against the scorecard that was active at the time of the call.