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Hannah Elliott

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RE: Evaluation by Evaluator AND Evaluation by Agent in the same Policy

Posted By Hannah Elliott 12-18-2025 17:04
Found In Egroup: Workforce Engagement Management \ view thread
How should this policy be structured to prevent an overload of calls being assigned to evaluators? I'm also curious have you experienced issues with policies assigning transfer calls to the wrong agent on the evaluation form with this setup? Currently, I have four evaluators, each paired with a ...

Wrap Up Codes and AI Suggestions

Posted By Hannah Elliott 12-17-2025 13:58
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way other than a screen recording to know what Ai wrap up codes were suggested on an interaction? #AICopilot(Agent,SupervisorAdmin) ------------------------------ Hannah Elliott Ai Developer ------------------------------

RE: Topics and Interactions

Posted By Hannah Elliott 12-12-2025 11:01
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for this. I'm more referring to Topics within Genesys: We like to have the ability to drill down to find the conversation ID that the system pulled the utterance/topic from. ------------------------------ Hannah Elliott Call Center Representative ------------------------------

Topics and Interactions

Posted By Hannah Elliott 12-11-2025 14:05
Found In Egroup: Genesys Cloud - Main \ view thread
I am wondering when we are creating topics and doing mining how we can drill to specific interactions. For example: we mine intents/utterances regarding online banking, and we want to drill to the interaction that has the specific utterance, how would we go about that? or is it possible? #Conversa ...

Location of Admin Copliot

Posted By Hannah Elliott 09-12-2025 13:14
Found In Egroup: Genesys Cloud - Main \ view thread
We learned about Admin Copilot during the conference. We are currently looking to explore this feature in Genesys; however, we are unable to locate it. Any advice or direction would be greatly appreciated #PlatformAdministration ------------------------------ Hannah Elliott AI Developer ------- ...