Workforce Engagement Management

Hello @Heather Henderson , Yes, we are planning to gradually increase the number of allowed AI Scoring questions per evaluation form. An increase to the limit to 50 AI Scoring questions per form is slated to GA in early Q2. Regards, ------------------------------ ...

Hi Jess Thanks for your post. You're right, at the moment you're only able to see Unavailable Times by selecting an Agent in Schedule Editor and selecting the Unavailable Times tab. This will list each day, and the times they have added. This will ...

Any offering that is developed by a partner or PS and hosted on Appfoundry is the responsibility of the implementor to make this change. I would ask you to reach out to the team/partner who developed the solution for that information. Thanks Thomas ...

Greetings Shannon! If I understand your question correctly, this should tell you what you need to know about who manually assigned a waiting interaction: This coupled with setting the "Routing Used" to "Manual" will help you narrow things down ...

@Tracy Vickers Likewise, and to the entire community team, we wish you an excellent year full of blessings and new challenges. ------------------------------ Cesar Padilla INDRA COLOMBIA ------------------------------

Hi, Great. Very useful feature for Agents/Sups. thanks ------------------------------ Ashiesh Sharma GCX- GCP, ARC, SCR, QM BT plc ------------------------------

We use a third party solution that automates 100% of evaluations with AI calibration and generates even coaching plans based on conversation analysis and evaluations so a few gears above suggested scoring. AI calibration is key for auto-scoring evaluations ...

Thank you! I knew about the short interactions, but it was those longer ones I wasn't sure about. ------------------------------ Shannon Bowers Client Services Supervisor ------------------------------