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  • 1.  Quality management

    Posted 05-22-2024 04:24

    Hi All

    We have been having some training on how to make quality monitoring forms in Genesys. Today we have certain rules in place whereby coaches can't grade their own teams or any family members.

    We grade around 3000 calls a month and would mean manually allocating these calls to another coach if allocated incorrectly, do we know if there are any rules or any way that we can ensure coaches don't grade their own teams/family members?

    Thanks

    Shauna


    #QualityManagement

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    Shauna Gibson
    Motability Operations
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  • 2.  RE: Quality management
    Best Answer

    GENESYS
    Posted 06-13-2024 12:05

    Hey Shauna,

    Would it be possible for you to split out the policies in a way that teams and their respective coaches aren't on the same policy? There aren't any other ways of systematically configuring that as I'm aware.



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    Herrick Mai
    Genesys - Employees
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