Symptom
When users attempt to open an evaluation from their email, the agents are presented with a blank page and limited details about the evaluation.
Applies To
Quality Management & Speech Analytics
Resolution
The reason why the agents cannot open their evaluations is that the role attached to their group is missing permissions that grant them access to view evaluations performed by any user.
Find the agent's group.
Find the group's role.
Navigate to the Authorization Options for that role and then to the Permissions dropdown menu, and enable the following permissions under Evaluations and Templates.
Cause
The issue is caused by missing permissions.