Hey Everyone,We are looking for some feedback from our users of Quality Management / Evaluations.
When it comes to selecting an interaction for evaluation, whether through a Policy or Adhoc, do you look at the duration or handle time of the interaction to decide on whether the interaction would be a candidate for review?
Also, what criteria is the one that you use in this regard:
- Overall Call Duration (including IVR, ACD, etc.)
- Agent Specific Handle Time (including Alerting, Talk Time and Hold Time)
- Agent Specific Talk Time (includes Talk Time only, not Holds)
- Other?
Do you find Duration as it exists today (i.e. Overall Call Duration) in Policies sufficient for your needs, or would something more agent be specific be more appropriate?
Overall, if you can share:
- What is your desired query parameters to identify interactions of interest (i.e. per channels what you would wish to be included within the 'time' you are looking after, such as ACW, talk time, hold time, dialing, etc.)
- If you currently use 'duration' as a matching criteria for your policy are there any limitations that you've experienced?
Thanks,
#QualityManagement------------------------------
Rakesh Tailor
Vice President, Product Management
Recording, Quality, Survey, Speech and Text Analytics
Genesys Cloud
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