Workforce Engagement Management

Hi folks, I've been playing around with AI Scoring method on Agent auto-complete forms but noticed that the out-of-box mechanism to trigger/create those type of forms is by using the % rules. I have a customer willing to start using this method but applying the policies applicable for tradicional QA forms. Question: is there a way to apply those filters (aka policies) when using the agent auto-complete forms? If so, how?. To describe the use case, They'd like to avoid picking-up interactions with duration less than 2 minutes and the like. They're looking also to apply limits per agent per month (i.e., 50 evaluations per agent per month). How can we do that with this type of auto-complete forms?. And one more, in which QA views can you track progress on agent auto-complete form evaluations (i.e, created, completed, in-progress, etc.)?.

Thanks!

#QualityEvaluations

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Ricardo Solano
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Hi Ricardo,

You cannot use the 'auto' evaluation forms in policies they can only be used under the programs when setting the %rule for auto scoring.

Policies can be used with AI Scoring, however, this is only using the traditional evaluation forms with AI Scoring included. This also still requires a human in the loop to sumbit them. 

Thanks

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Kieron Wrigley
Sr. Principal Consultant
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Hello Ricardo,

I hope you are doing great!.

We are working on adding matching criteria elements to Agent Scoring rules. Once in place, you will be able to define similar criteria as you do today with policies (e.g., duration, wrap up codes, etc) along with Speech and Text Analytics data (e.g., Topics, Sentiment, Empathy) to specify the types of conversations you want to evaluate. We are targeting a late Q3 - Q4 delivery. 

In the meantime, you could use the Search API to find conversations that fit your criteria. Once you have the conversations identified, you can then generate auto complete evaluations using an API as well.

https://developer.genesys.cloud/organization/search/

 Agent Auto-Complete evaluation form, use the POST /api/v2/quality/conversations/{conversationId}/evaluations API 

Regards,

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Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
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