Genesys Cloud CX

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  • 1.  Quality Policies

    Posted 11-28-2022 16:41

    We've been using policies and getting good results now.  I've had a couple of questions come up that I thought I'd ask here.

    Will using the out-of-office status stop evaluations from being delivered to an evaluator?

    When setting policies for phone evaluations we find we can just choose agents and the number of evaluations for the period.
    but with an email policy unless we add specific queue nothing is delivered.  Is this expected behavior?
    Is there a minimum that needs to be selected for each interaction type?

    Daniel Cross
    Bright Horizons Family Solutions LLC

  • 2.  RE: Quality Policies

    Posted 11-28-2022 20:28
    Emails and messages can be tricky.  Genesys only sends one Email per conversation, but with Email and Messages, you can have many threads of the conversation, so if and agent answers an email and gets a reply and sends another back, although 3 emails have been exchanged, only one Survey will be sent out.  This will skew your stats if you compare emails handled by agents and the number of evaluations being sent out.   If I am incorrect on this as I don't find anything in the FAQ about it, someone will surely put me on the correct path.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect