Workforce Engagement Management

Hello - we have automation around Quality form and in process of enhancing it. So situation is - I've configured Evaluation Assistance for a question where responses are in a Yes/No format. After placing a test call, I noticed that the system correctly marks responses as Yes when the relevant phrases are detected. However, it doesn't assign a No when those phrases are not detected-the questions remain unanswered instead.

has anyone faced the same and found a solution? is this a limitation in Genesys? 

Looking for some help and guidance. Thx! 

#QualityManagement

Hi Suyog. Not auto populating a No response when the Topic is not detected is working the way it is supposed to.

The system will select "yes" on the question if the Topic is detected. If the Topic is not detected, it will not answer the question with a "no" response, it will leave it blank. From a default answer options view, you can select "highest score" or "NA". In the next few months we will be adding an option of "lowest score" which would be the No answer.

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Mark Fagus
Senior Global WEM Business Specialist
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