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  • 1.  Evaluation Assistance on Quality Form

    Posted 10-09-2024 04:49
    No replies, thread closed.

    Good day, has anyone experienced a situation where a silent call, which wasn't transcribed, was evaluated positively even though none of the relevant topic words were present in the conversation?  What would be the cause and how do we fix it?


    #QualityManagement

    ------------------------------
    Melinda van den Heever
    Vodacom SA
    ------------------------------


  • 2.  RE: Evaluation Assistance on Quality Form
    Best Answer

    Posted 10-09-2024 09:09
    Edited by Cameron Tomlin 10-23-2024 11:06
    No replies, thread closed.

    Hello Mrs. Melinda, 

    This is going to require a case to customer care analytics team. I have opened a case on your behalf, 0003584547. Please provide the interaction id in the case and customer care will take care of you from there. The case will be assigned to an engineer shortly!

    Have a great day!

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Evaluation Assistance on Quality Form

    Posted 10-09-2024 10:56
    No replies, thread closed.

    Thank you,  I appreciate that. 

     

    The interaction is in our Dev environment as we are busy testing different scenarios in the evaluation form making use of evaluation assistance.

     

    6302af99-47eb-4045-9aba-2fc70875732f

     

     

    Kind regards,

    Melinda

     

     

     




    Original Message


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