Workforce Engagement Management

Good Morning Community!

We are just starting to begin to use Topics/Phrases. We have two distinct departments- intake and nursing, therefore two components to calls (intake transfers to RN). Both have different quality evaluation requirements/expectations. When adding in topics/phrases to look for and eventually automatically score for evaluations, are we able to delineate which portion of the call to look for certain phrases? 

For example:
Intake Required Question:
What is your supervisor's name?
- we would want to be able to autoscore this as completed

Nursing Side of Call-
Caller asks 'what is your supervisor's name' OR 'can I speak with your supervisor' 
- would be a phrase, we might want to pull call to listen as to why the caller felt they needed a supervisor 

#SpeechandTextAnalytics

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Cherri Lindquist
Clinical Director of Nursing
Company Nurse
clindquist@companynurse.com
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Hi Cherri

Thanks for your post

It sounds like this would require a transfer between departments?

If this is the case then different Programs can be set to different queues. So, you can associate different Topics to different Programs and then associate those programs to different queues.

When transferring, different sets of Topcs can be used in different sections of the call.

Would this work?

Thanks

Andy

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Andrew Boland
Genesys - Employees
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I think that would work! Looking now I see we do have the programs for the departments (see screen shots)


Then under topics I see where we can choose if it for all or just one program


------------------------------
Cherri Lindquist
Clinical Director of Nursing
Company Nurse
clindquist@companynurse.com
------------------------------

Original Message:
Sent: 11-15-2022 12:04
From: Andrew Boland
Subject: Topics/Phrases

Hi Cherri

Thanks for your post

It sounds like this would require a transfer between departments?

If this is the case then different Programs can be set to different queues. So, you can associate different Topics to different Programs and then associate those programs to different queues.

When transferring, different sets of Topcs can be used in different sections of the call.

Would this work?

Thanks

Andy

------------------------------
Andrew Boland
Genesys - Employees
------------------------------

That's great, thanks Cherri!

Please let us know how you get on. Always interested in getting feedback on the experience

Thanks

Andy

------------------------------
Andrew Boland
Genesys - Employees
------------------------------

Original Message:
Sent: 11-15-2022 13:04
From: Cherri Lindquist
Subject: Topics/Phrases

I think that would work! Looking now I see we do have the programs for the departments (see screen shots)


Then under topics I see where we can choose if it for all or just one program


------------------------------
Cherri Lindquist
Clinical Director of Nursing
Company Nurse
clindquist@companynurse.com
------------------------------


Original Message:
Sent: 11-15-2022 12:04
From: Andrew Boland
Subject: Topics/Phrases

Hi Cherri

Thanks for your post

It sounds like this would require a transfer between departments?

If this is the case then different Programs can be set to different queues. So, you can associate different Topics to different Programs and then associate those programs to different queues.

When transferring, different sets of Topcs can be used in different sections of the call.

Would this work?

Thanks

Andy

------------------------------
Andrew Boland
Genesys - Employees