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? 

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? 

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.  

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?