Genesys Cloud - Main

Good morning,

I'm trying to setup a policy that works for what my company needs.

I'm running into a few problems with the policies that I cannot bypass. 

Take a look at my problems below and let me know if there are any solutions:

1. Conversation Duration - Conversation duration includes IVR, ACD, Talk time, & ACW. The best metric I can find that suits what I want to filter a policy with is Talk Time. With the type of work we do, talk time can be anywhere between 5%-95% of a conversation duration. But the duration of talk time is pretty much exactly what I want to filter by.
2. Conversation directions - If I have "inbound" selected, and "outbound" deselected, I can find all inbound calls, and inbound/outbound calls. I don't want to see inbound/outbound calls, just pure inbound. It seems like whatever is selected is doing "*" search. So "inbound" is actually "inbound* ".
3. Missing filter option: Not transferred. I should be able to say give me calls that are not transferred, consulted, or any variant where a second agent is involved.
4. Number of interactions over a time interval - I set 3 interactions to evaluate per agent per week and I got varying results after the week ended. Most agents got 3, some got 2, some got 1, some got none. The consultants were here, and there were valid calls that could have been selected. I manually checked and found calls that fit the criteria. Not sure why it wasn't adhering to the weekly limit. When I set it up for 1 per day, this worked fine.
5. Missing filter option: Remote - I should be able to tell the policy to pick me calls where the remote value is "X". I want to hear only calls from End Consumer Customers, and for our system, they have a specific value. This would allow me to cut out types of calls that we don't want selected by a policy for evaluation.

When I created a policy that gave me the most amount of valid calls for evaluating, I ended with a 23% call validity. If I had more options to limit what calls the policy is selecting, I could bump that number up to over a 95% success rate, accounting for niche calls that we don't evaluate accidentally being selected.

I am currently having to manually select calls, which presents its own issues with the Workspace tabs and how slow it is to load each interaction to create evaluation forms manually. So if anyone has any solutions to my problems, or if you have come up with your own system, let me know.

#QualityManagement

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Nathan Jackson
Miele & Cie. KG
Australia
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None of these are in policies today.  You can add ideas for these on the Ideas site.  What I would suggest is a Flow that is kicked off by the agent End that can look at all these factors and then assign a wrap-up code and then use a policy to look at the wrap-up code.    You could also determine this and assign on agent start trigger and run a workflow that assigns the wrap-up.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-15-2024 22:41
From: Nathan Jackson
Subject: Policy Option Questions & Suggestions

Good morning,

I'm trying to setup a policy that works for what my company needs.

I'm running into a few problems with the policies that I cannot bypass. 

Take a look at my problems below and let me know if there are any solutions:

1. Conversation Duration - Conversation duration includes IVR, ACD, Talk time, & ACW. The best metric I can find that suits what I want to filter a policy with is Talk Time. With the type of work we do, talk time can be anywhere between 5%-95% of a conversation duration. But the duration of talk time is pretty much exactly what I want to filter by.
2. Conversation directions - If I have "inbound" selected, and "outbound" deselected, I can find all inbound calls, and inbound/outbound calls. I don't want to see inbound/outbound calls, just pure inbound. It seems like whatever is selected is doing "*" search. So "inbound" is actually "inbound* ".
3. Missing filter option: Not transferred. I should be able to say give me calls that are not transferred, consulted, or any variant where a second agent is involved.
4. Number of interactions over a time interval - I set 3 interactions to evaluate per agent per week and I got varying results after the week ended. Most agents got 3, some got 2, some got 1, some got none. The consultants were here, and there were valid calls that could have been selected. I manually checked and found calls that fit the criteria. Not sure why it wasn't adhering to the weekly limit. When I set it up for 1 per day, this worked fine.
5. Missing filter option: Remote - I should be able to tell the policy to pick me calls where the remote value is "X". I want to hear only calls from End Consumer Customers, and for our system, they have a specific value. This would allow me to cut out types of calls that we don't want selected by a policy for evaluation.

When I created a policy that gave me the most amount of valid calls for evaluating, I ended with a 23% call validity. If I had more options to limit what calls the policy is selecting, I could bump that number up to over a 95% success rate, accounting for niche calls that we don't evaluate accidentally being selected.

I am currently having to manually select calls, which presents its own issues with the Workspace tabs and how slow it is to load each interaction to create evaluation forms manually. So if anyone has any solutions to my problems, or if you have come up with your own system, let me know.

#QualityManagement

------------------------------
Nathan Jackson
Miele & Cie. KG
Australia
------------------------------