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  • 1.  Evaluations without an interaction

    Posted 06-29-2021 15:31
    No replies, thread closed.
    Would anyone know if you can score an evaluation without it being tied to an interaction?  Our emails currently do not go through Genesys but we would like all our quality evaluations in the same place.
    #QualityManagement

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    Stephenie Tiedens
    PRINCIPAL LIFE INSURANCE COMPANY
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  • 2.  RE: Evaluations without an interaction

    Posted 06-30-2021 19:51
    No replies, thread closed.
    Don't we wish!!!  There is an idea here:  We would like the ability to create and use | Genesys Cloud Ideas Lab (aha.io).  I think with task routing, we could probably do this by creating a task and disconnecting it and then using it for the evaluation.  We tried this with an external chat systems using Emails but the agent had to disconnect the email when they were through with the chat.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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