Genesys Cloud CX

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  • 1.  Voice Of QA

    Posted 20 days ago
    Hello,

    Our QA team is looking for a way to have a portion of an evaluation not visible to the agent when the evaluation is scored and sent to the agent. Essentially, we're trying to capture information about the call from the evaluators perspective as well as the agent. Has anyone come up with a solution for this without the use of any 3rd party appfoundry apps?

    Best,
    Maurice
    #QualityManagement

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    Maurice Ford
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  • 2.  RE: Voice Of QA

    Posted 10 days ago
    That is a darn good idea and one you can vote on here:  https://genesyscloud.ideas.aha.io/ideas/WEM-I-881

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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