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  • 1.  Live Voice Interaction

    Posted 01-14-2019 08:17
    Dears,

    Is it possible for a supervisor to listen to live voice interaction, and evaluate it as well?

    If not, is there a plan in the future to be implemented?

    Best Regards,
    Ali
    #QualityManagement

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    Ali Aljohani
    Jathwa Technology Solutions
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  • 2.  RE: Live Voice Interaction
    Best Answer

    GENESYS
    Posted 01-14-2019 10:43
    Can you clarify what you mean?

    Supervisors with the proper permissions can Monitor interactions:

    https://help.mypurecloud.com/articles/monitor-in-progress-interactions/

    Once an interaction is competed you can use Quality Management to automatically assign evaluations to supervisors, or a supervisor with the proper permissions can select an interaction to evaluate:

    https://help.mypurecloud.com/articles/quality-management-process/

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Live Voice Interaction

    Posted 01-16-2019 03:37
    Thank you very much, George.

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    Ali Aljohani
    Jathwa Technology Solutions
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    Original Message


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