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  • 1.  Email interactions Quality supervisor workflow

    Posted 03-02-2023 02:33
    No replies, thread closed.

    Hello,

    Do we have a way to set up a quality assurance email workflow similar to Genesys engage on the Genesys cloud?

    Example:

    1. Agent received an email from the customer 
    2. Agent reply to this email
    3. this email route QM Supervisors
    4. QM Supervisor verifies the email
    5. in case of any issue with the agent reply
    6. supervisor  can be able to reject the email 
    7. based on supervisor rejection the email revert to the same agent
    8. the same agent received the email interaction with additional supervisor notes and comments
    9. agent corrects the email content and replies again
    10. it again goes to QM Supervisors
    11. QM Supervisor verifies the email content and if it is appropriate then accept 
    12. Accept will send the email to the customer

    Regards,


    #DigitalChannels

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    Naveed Hussain
    NCR Corporation, Dubai Branch
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  • 2.  RE: Email interactions Quality supervisor workflow

    Posted 03-11-2023 22:24
    No replies, thread closed.

    Out of the box, the easy answer is NO.  But, if you think outside the box (kind of), you could look at Work Items and Workbins (only through API at the moment) and have a workflow that could process items like this.  The hard part is you would need to resend emails based on the API, not on behalf of the agents, but a queue.  If you really want to do this, I would reference the Task Management section of the Developer Site: Overview (genesys.cloud)



    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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