Our business is asking to be able to QA Email Interactions the same as they do Calls.
We have a Salesforce + PureCloud deployment and Emails are handled in Salesforce completely.

If we integrate, Route Emails from Salesforce into PureCloud, we realize there as some restrictions compared to if PureCloud itself was handling Email interactions, can QA Admin/Evaluator/Supervisors Assess and Score using the PureCloud Quality Admin?

About Routing of Salesforce Emails in PureCloud for Salesforce 
https://help.mypurecloud.com/articles/about-routing-salesforce-emails-in-purecloud-for-salesforce/ 

Limitations with routing Salesforce emails
Limitations with routing Salesforce emails - PureCloud Resource Center 

We have had confirmed that with Email routing like this an Interaction ID is created, however we cannot yet get confirmed if an Evaluation could be performed on an Email Interaction ID, when the Email Data itself is not brought into PureCloud - the Call Center management say they are fine with toggling back and forth or having the email in SFDC open in another screen while they do the QA, however we are not sure if there is any easy way for them to know which email to have open vs. which Interaction ID is being evaluated, or if there are any other things preventing this from being possible.

Customers HQ IT team and Customer Service Business management both, are very reluctant to change email capture and processing to PureCloud and currently advocate for Assessing manually into a Spreadsheet and saving that to a shared location organized system. (we are Japan based, much still Excel based here).

Can anyone clarify this and / or has anyone deployed/routed Salesforce Emails into PureCloud for Salesforce?
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Integrations
#QualityManagement

------------------------------
Jason Ball
Pactera (for Fast Retailing)
------------------------------

For the benefit of anyone discovering this thread.

I escalated the Genesys Customer Care case for this which had stalled to Customer Service Specialist for this Community Cass Saphir and he escalated it to local Japan Customer Success manager. She promptly had their Techs test it in a quick lab (even though they aren't Salesforce specialists) and concluded:

The evaluation for the PureCloud for Salesforce emails in PureCloud is possible. But there is a limitation that the contents of routed Salesforce emails don't exist inside PureCloud, so you need to search a corresponding e-mail and open it in Salesforce, then  evaluate it in PureCloud.

Steps they took were:

• With the process builder configuration, "Active history" is created.
• In the Active history inside Salesforce,  "Conversation ID" which specify the recording information inside PureCloud, is stored. 
• Inside PureCloud, the corresponding Interaction is recorded, but the contents of e-mail are not stored. 
• In order to evaluate the corresponding interaction in PureCloud, you need to check the corresponding email in Salesforce concurrently, searching the "Case" from "Active History" 
• If you use Service Cloud Console in Salesforce,  you are able to directly link "Active History" to "Case" in Salesforce. 

Our team hasn't been given permission/the OK to actually build this in Dev and test our self yet (required) however we expect they will soon and then ask us to deploy it in the requesting location first, and if all OK with it's use in practice, rollout to their global locations.

------------------------------
Jason Ball
------------------------------

Original Message:
Sent: 01-29-2019 22:50
From: Jason Ball
Subject: QA of Emails with a Salesforce + PureCloud deployment

Our business is asking to be able to QA Email Interactions the same as they do Calls.
We have a Salesforce + PureCloud deployment and Emails are handled in Salesforce completely.

If we integrate, Route Emails from Salesforce into PureCloud, we realize there as some restrictions compared to if PureCloud itself was handling Email interactions, can QA Admin/Evaluator/Supervisors Assess and Score using the PureCloud Quality Admin?

About Routing of Salesforce Emails in PureCloud for Salesforce 
https://help.mypurecloud.com/articles/about-routing-salesforce-emails-in-purecloud-for-salesforce/

Limitations with routing Salesforce emails
Limitations with routing Salesforce emails - PureCloud Resource Center

We have had confirmed that with Email routing like this an Interaction ID is created, however we cannot yet get confirmed if an Evaluation could be performed on an Email Interaction ID, when the Email Data itself is not brought into PureCloud - the Call Center management say they are fine with toggling back and forth or having the email in SFDC open in another screen while they do the QA, however we are not sure if there is any easy way for them to know which email to have open vs. which Interaction ID is being evaluated, or if there are any other things preventing this from being possible.

Customers HQ IT team and Customer Service Business management both, are very reluctant to change email capture and processing to PureCloud and currently advocate for Assessing manually into a Spreadsheet and saving that to a shared location organized system. (we are Japan based, much still Excel based here).

Can anyone clarify this and / or has anyone deployed/routed Salesforce Emails into PureCloud for Salesforce?
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Integrations
#QualityManagement

------------------------------
Jason Ball
Pactera (for Fast Retailing)
------------------------------