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  • 1.  Interaction scoring

    Posted 03-03-2023 16:54
    Edited by Chris Sisson 03-03-2023 17:45
    No replies, thread closed.

    Is there is a way in Gen Cloud to automate the scoring of interactions based on keywords or phrases spoken by an agent?  Evaluations look manual; topic miner seems to only provide a percentage of calls on chosen queues that contain words or phrases, but not a score.  


    #QualityManagement
    #InteractionScoring 

    #QualityEvaluations 

    #Evaluations 

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    Chris Sisson
    Broker Solutions, Inc. DBA New American Funding
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  • 2.  RE: Interaction scoring

    Posted 03-11-2023 00:38
    No replies, thread closed.

    I have suggested many times about using scores on topics to get this done, but for now, you need to create a gamification metric based on topics and provide points (gems) for that topic or set of topics and then use that in Insights to "score" agents.  Happy to show this to you or setup this in your ORG. 



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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