Workforce Engagement Management

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  • 1.  Agent Empathy Scores

    Posted 06-20-2024 10:54

    Hello! Newbie to the group here :)

    I am just starting to learn about agent empathy scoring and I am hoping to find a way to calculate an agent's average score. Currently, I can only find empathy scores on a per-interaction basis. Is it possible to get average scores for agents?


    #QualityManagement
    #SpeechandTextAnalytics

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    Heather Kopp
    Papa, Inc.
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  • 2.  RE: Agent Empathy Scores

    Posted 06-21-2024 00:19

    Jumping on the bandwagon here! Also pretty new to using speech and text analytics and it'd be great to be able to see this as an average somewhere.



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    Mikaylah Smith
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    Original Message


  • 3.  RE: Agent Empathy Scores

    Posted 06-24-2024 07:54

    HI there. So far, from what I have learned is that there is only one place, where you can see Empathy Score Averages, and it is under Content tab on Interaction View. I did not find it as a filter option under any other views, unfortunately. I am hoping Genesys will add this to the Topic Views. 

    Hope this helps.

    Larissa



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    Larissa Casebolt
    Macy's Systems and Technology, Inc.
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    Original Message


  • 4.  RE: Agent Empathy Scores
    Best Answer

    Posted 06-27-2024 04:22

    Hi @Heather Kopp @Mikaylah Smith @Larissa Casebolt,

    At the moment we do not have Average Empathy Score in the aggregate views, but it is on our roadmap to add this data to the Topic Trends and Agent/Queue/Flow Topics views.

    I encourage you to submit/vote on this idea in our Ideas Lab portal! 



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    Adi Goodman
    Genesys - Employees
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    Original Message


  • 5.  RE: Agent Empathy Scores

    Posted 06-27-2024 08:18

    Hi Adi. Thank you for the update. So, even if an item is on the roadmap, we still should submit an idea for it? Or is there an idea already out there for it?

    Thanks,

    Larissa



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    Larissa Casebolt
    Macy's Systems and Technology, Inc.
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    Original Message


  • 6.  RE: Agent Empathy Scores

    Posted 06-30-2024 03:23

    Here is the idea that you can vote for:
    https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1941



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    Adi Goodman
    Genesys - Employees
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    Original Message


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