Sharing an enhancement idea from one of our customer that could improve Quality Management workflows in Genesys Cloud. The idea is simple: Allow topics and interaction categories to be used as matching criteria in QM policies. Goal is to get feedback and some visibility on it.
Currently, one cannot automatically trigger QM actions based on specific interaction topics or categories identified during conversations. This means QM teams often need to manually filter or search for interactions containing specific topics they want to evaluate and manually assign them.
Requested Enhancement:
- Use interaction topics as matching criteria in QM policies
- Create automated QM actions (evaluations, calibrations) based on specific topics identified
- Link evaluation forms to particular interaction categories
Use Case Example: If an interaction is tagged with topics like "Complaint" or "Escalation", the system could automatically:
- Add it to a specific evaluation queue
- Assign the relevant evaluation form
- Include it in calibration sessions
Other example is to evaluate specific categories of your business to see how your agents are performing in those, like f.e. a rollout of a new product.
This enhancement would help QM teams:
- Focus on the most critical interactions
- Save time on manual interaction selection
- Ensure consistent evaluation of key topic areas
If this would benefit your QM processes, please vote for this idea to help prioritize its development.
#GenesysCloud #QualityManagement #WEM
#QualityManagement
#ProductIdea
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Georgy Rudnev
Technical Account Manager
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