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  • 1.  Evaluation alerts

    Posted 07-06-2023 16:39
    No replies, thread closed.

    Does anyone know how we set up the new evaluation trigger alerts that came this week?

    Process automation can now be triggered from all evaluation state changes (Create, Complete, Release, Agent sign off, Revise, Delete, Update to Evaluator or agent comments).

    We are interested in being able to know of agent comments finally but I can't find anything in alert rules or quality management to set it up.


    #QualityManagement

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    Daniel Cross
    Bright Horizons Family Solutions LLC
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  • 2.  RE: Evaluation alerts

    Posted 08-05-2023 14:22
    No replies, thread closed.

    This works along with the Notifications API:  Overview (genesys.cloud) which is the ability to look at real time to many of the topics, including this new Evaluation State.  You use Triggers through the API and soon to be UI that allows you to set up a notification trigger based on the state of the evaluation.  When the Trigger sees that change, it can run a Workflow which can then do whatever any other flow can do.  

    Automation Triggers:  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-processautomation-triggers

    Good Example:  Missed Outbound Call (genesys.cloud)



    ------------------------------
    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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    Original Message


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