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  • 1.  Topic-Empathy

    Posted yesterday

    On our Scorecards in Genesys, we have Topic-Empathy.  However, I cannot locate how this percentage is being calculated.  Thanks!


    #Reporting/Analytics

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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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  • 2.  RE: Topic-Empathy
    Best Answer

    Posted 17 hours ago

    Good Day Rob

    I found the following on resource center, not sure if this is what you require - https://help.genesys.cloud/articles/understand-agent-empathy-analysis/

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


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