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  • 1.  Best practices with 4-eye-principle on e-mail interactions

    Posted 12-04-2024 02:17
    No replies, thread closed.

    Hello members,

    I'd like to ask for your experiences and practices on using a 4-eyes-principle on textual interactions, especially e-mail. For example, new employees are usually not allowed to instantly interact via e-mail with customers without a teamleader or supervisor having checked that conversation (and having stated feedback on needed changes before the e-mail could be sent). 

    How do you handle this? 


    #Omni-ChannelDesktop/UserInterface
    #QualityManagement

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    Monika Gruber
    Expert Design Contact Center Systems
    1&1 Telecommunication SE
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  • 2.  RE: Best practices with 4-eye-principle on e-mail interactions

    Posted 12-04-2024 08:02
    No replies, thread closed.

    Hello Monika, 

    This is an awesome question and can't wait to hear what the community has to say. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Best practices with 4-eye-principle on e-mail interactions
    Best Answer

    Posted 12-04-2024 18:03
    No replies, thread closed.

    Not sure if you have seen this, but this is coming out soon:  Email - Supervisory Approvals | Genesys Cloud Ideas Portal

    I agree with the newbie having a supervisor watch over their shoulder at least for the first few days of Email, but can you imagine onboarding 20 agents and have to review every email they send out?  I have a hard enough time keeping up on my own.  

    I see a better way would be to have an AI read the email and if it has confidential or technical information, pass to the supervisor for review.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: Best practices with 4-eye-principle on e-mail interactions

    Posted 12-05-2024 03:19
    No replies, thread closed.

    Thanks a lot for the hint, Robert!   Even though this idea is planned to get launched just in Q2 2025, this is exactly what I had in mind.



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    Monika Gruber
    Expert Contact Center Systems
    1&1 Telecommunication SE
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    Original Message


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