Genesys Cloud - Main

Hi All

We are moving our call recording into Genesys and will be grading our calls from within the platform.

Currently the way the forms work in Genesys, they are weighted meaning that the scores don't add up. We would need the option to free type our scores rather than having to select from pre set bandings, set by the monitoring forms in Genesys.

Has anyone else had this problem and what was the work around?

Thanks in advance 

#QualityManagement

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Shauna Gibson
Motability Operations
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Hi @Shauna Gibson, 

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

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Nicole Milliken
Genesys - Employees
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Original Message:
Sent: 06-04-2024 08:06
From: Shauna Gibson
Subject: Grading scores

Hi All

We are moving our call recording into Genesys and will be grading our calls from within the platform.

Currently the way the forms work in Genesys, they are weighted meaning that the scores don't add up. We would need the option to free type our scores rather than having to select from pre set bandings, set by the monitoring forms in Genesys.

Has anyone else had this problem and what was the work around?

Thanks in advance 

#QualityManagement

------------------------------
Shauna Gibson
Motability Operations
------------------------------