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Does PureConnect allow you to evaluate a generic object for quality?

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  • 1.  Does PureConnect allow you to evaluate a generic object for quality?

    GCAP Member
    Posted 11-18-2020 20:20
    Hi all,

    I'm wondering whether it's possible to evaluate a generic object for quality assurance purposes?
    #QualityManagement

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    Jayden Bradow
    Service Performance Analyst
    Precision Administration Services (Pty) Ltd
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  • 2.  RE: Does PureConnect allow you to evaluate a generic object for quality?
    Best Answer

    Posted 11-18-2020 20:41
    Hi Jayden,

    Not out-of-the-box without customisations.

    As Generic Object interactions cannot trigger a recording through Interaction Recorder Policy Manager, there is no recording associated with the interaction.

    And because an Interaction Quality Manager scorecard can only be associated with an Interaction Recording, an evaluation cannot be performed against the recording about the Generic Object interaction.

    For our Interaction Desktop environment, we did have a customisation built by the then ININ Professional Services (PSO) to create a 'Screen Recording Add-on' so that it would create a Screen Recording everytime a Generic Object was created/routed to the consultant within Interaction Desktop. However this hasn't been able to be ported across to Interaction Connect.

    Cheers,
    Jeff.


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    Jeff Hoogkamer
    City of Gold Coast
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  • 3.  RE: Does PureConnect allow you to evaluate a generic object for quality?

    GCAP Member
    Posted 11-18-2020 23:16
    Thanks @Jeff Hoogkamer. This is what I suspected, thanks for confirming.​

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    Jayden Bradow
    Service Performance Analyst
    Precision Administration Services (Pty) Ltd
    ------------------------------