Genesys Cloud - Main

• Is there any way to mask part of a recording to agents when multiple agents are involved in the interaction?  Example – a call goes to agent 1.  He handles his part of it and transfers to Agent 2 for further work.  A quality eval is done for agent 2 on that interaction.  Upon release of the evaluation, I want Agent 2 to hear only their part of the recording.  Is this possible?
• Is there a way to easily delete a bunch of evaluations from an evaluator's inbox?  Example – someone mistakenly created a recording policy that dumped a ton of recordings to be evaluated on an unsuspecting quality evaluator.  Is there a quick way to remove them without actually opening them?

 

Thanks!

 

Bob

 

#QualityManagement

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Bob Shappell
Avtex Solutions, LLC
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Well, since I have yet to get a response, may I assume the answers to both of these questions is no?

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Bob Shappell
Avtex Solutions, LLC
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Hi Bob,

The answer is unfortunately no to both parts of this question. Currently it is a single interaction, so when the evaluation is applied it gets applied to the whole interaction not Agent 1's portion or Agent 2's.

In addition the API only provides the ability to delete one evaluation at a time, you have to pass in the ConversationId and EvaluationId. This could be worked into a script to loop through a series of ID's but there is no bulk evaluation deletion that you can use out of the box.

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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
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Original Message:
Sent: 11-10-2020 09:49
From: Bob Shappell
Subject: Two quick questions

Well, since I have yet to get a response, may I assume the answers to both of these questions is no?

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Bob Shappell
Avtex Solutions, LLC
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