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  • 1.  #WEMay - Week 2 Quality Assurance & Compliance Tip 3

    Posted 05-10-2023 01:28
    No replies, thread closed.


    Middle of the week and here we are again with another little Tip of the Day to help you on your way for our

    Quality Assurance & Compliance discipline

    Next No.3…..

    No.3: Evaluation Assistance

    Evaluation assistance went GA back in January? Have you updated your eval forms to support this automation? Evaluation assistance uses topics you have defined in STA to automate the response to evaluation question(s)

    For example, if your organization has a standard greeting used by the agents, you can define all those "acceptable greetings" in a STA topic called Greeting. When creating your evaluation form, if you have a question "did the agent use the defined corporate greeting" you can add an evaluation assistance condition. The system will check to see of any of the phrases in the Greeting topic were said by the agent. If the system hears that, then that question gets automatically answered for the evaluator. You can have multiple evaluation assistance questions in the same form. You would want to validate/update the topic before you add the evaluation assistance condition. Unfortunately, you cannot add conditions to an existing form but with the new feature of being able to copy an existing eval form, you can take your existing form, copy it, add your topics, then add your evaluation assistance conditions, and publish the updated form. How much time will you save your evaluators this week?

    Well, I've learnt something new today 🤓– how about you?

    Our fourth and final tip drops tomorrow – see you there 😀


    #Genesys Cloud CX
    #Workforce Engagement Management
    #SpeechandTextAnalytics
    #Interaction Analytics
    #Interaction/ScreenRecording


    #Genesys Cloud CX
    #Genesys Multicloud CX on-premises
    #Workforce Engagement Management
    #SpeechandTextAnalytics
    #QualityManagement
    #Interaction Analytics
    #Interaction/ScreenRecording

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    Tracy
    Genesys
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  • 2.  RE: #WEMay - Week 2 Quality Assurance & Compliance Tip 3

    Posted 10-12-2023 18:10
    Edited by System 01-26-2024 19:28
    No replies, thread closed.

    Great tip! I am excited to try this out. I will need to get with our product team to unlock programs to get this up and running. Thanks for the tip.



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    James Starling
    Global Credit Union
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  • 3.  RE: #WEMay - Week 2 Quality Assurance & Compliance Tip 3

    Posted 11-10-2023 10:35
    No replies, thread closed.

    Hi James,

    Sorry for the delay.

    No there is not a special license required as log as the user has permissions to manage evaluation forms. 

    When building a form, you first give the form a name, then name the section, then select the answer type (yes/no).

    Once you do that, at the bottom of the window (in the screen shot below in blue) the user has an option to "add evaluation assistance condition". That is where you specify the topic(s) associated with the 

    Question.  




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    Tracy
    Genesys
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    Original Message


  • 4.  RE: #WEMay - Week 2 Quality Assurance & Compliance Tip 3

    Posted 11-13-2023 13:33
    No replies, thread closed.

    Thanks for the response. I am looking forward to fielding this functionality!



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    James Starling
    Global Credit Union
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    Original Message


  • 5.  RE: #WEMay - Week 2 Quality Assurance & Compliance Tip 3

    Posted 11-13-2023 14:27
    No replies, thread closed.

    James,

    Couple of items you may find helpful: 

    1) definitely make sure you have Speech & Text enabled: https://help.mypurecloud.com/articles/configure-voice-transcription/

    2) there is not currently (that I know of) a default role for Speech & Text permissions; you will likely need to create a custom role for this.

    3) you're bound to have the question of whether or not you need programs per department (Lending vs. Special Credits etc.) and the short answer is Need? no.  Can? yes. 

    4) You can use topics from either program when creating an evaluation assistance. 

    5) keep in mind that evaluation assistance will still require human intervention; you won't be able to completely remove this from the compliance and/or supervisor team, but you can better assist them with the process.  The assistances help with answer selection but not form submission. 



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    Shelby Cronk
    ConvergeOne, Inc.
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    Original Message


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