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How do I automate quality evaluations for specific queues, agents, and interactions?

Gina Tyree

Gina Tyree10-19-2016 17:29

  • 1.  How do I automate quality evaluations for specific queues, agents, and interactions?

    GENESYS
    Posted 10-19-2016 17:29


  • 2.  RE: How do I automate quality evaluations for specific queues, agents, and interactions?

    GENESYS
    Posted 10-19-2016 18:05

    You can create policies to automate the recording and evaluation of interactions. For example, you can create a policy that assigns all inbound interactions in a specific queue to a specific person.

    To create a policy, go to Admin > Quality, then click Policies.  Click Create a New Policy and then select what criteria you want for matching interactions, and what actions you want performed on those matching interactions.

    For more information about how to create a policy, go to https://help.mypurecloud.com/articles/create-recording-policy/. There's a screenshot you can click on to explore policy settings and even a few video clips to get you started. 



  • 3.  RE: How do I automate quality evaluations for specific queues, agents, and interactions?

    GENESYS
    Posted 10-20-2016 14:53

    Thanks Jordan!



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