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  • 1.  Quality Evaluation Policy parameters

    Posted 05-13-2024 04:10
    No replies, thread closed.

    Hi all,

    Evaluation policies when setup under Calls has the potential to distribute Voicemails to the Evaluator.  We've found that some of these interactions are not beneficial to evaluate.  Are there any future plans for Policies to include a greater number of parameters? 

    Would be great to omit things like Voicemails.  Set certain skills, specific topics, or have it generate evaluations based on an Agent Empathy Score or Sentiment Score?

    I feel like the only way to achieve this is to have voicemails route to another queue and then use the main queue to evaluate on. Just wondering if there's any Policy features on the horizon?

    Thanks,


    #QualityManagement

    ------------------------------
    Robert Niblock
    APM
    ------------------------------


  • 2.  RE: Quality Evaluation Policy parameters
    Best Answer

    Posted 05-14-2024 10:58
    No replies, thread closed.

    Hi Robert,

    There is an idea that exists in relation to adding parameters to policies for things like sentiment/topics/empathy here https://genesyscloud.ideas.aha.io/ideas/QUAL-I-102, please vote/comment on that if you haven't already.

    If there are other parameters of interest please feel free to create an idea in Aha for the community to vote on.

    Thanks!



    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------

    Original Message


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