Genesys DX (formerly Bold360)

 View Only
Discussion Thread View
  • 1.  Mute versus Delete

    Posted 02-16-2022 14:11
    What is the best way to explain the difference between muting and deleting an unhandled voice?

    Thanks!

    ------------------------------
    Nicole VanWie
    State of Arizona - City of Mesa
    ------------------------------


  • 2.  RE: Mute versus Delete

    GENESYS
    Posted 02-17-2022 11:24
    Hi Nicole,

    Great question! I ran some tests just to make sure I was speaking correctly on this.

    Muting
    • Removes the question from unanswered
    • Places the voice under "muted" on the dashboard and in optimizer, regardless of if there is an associated article or not
    • Muted questions still appear under top trending, and track each time a question is asked
    • Questions can be unmuted at anytime

    Deleting
    • Removes the question from unanswered
    • Deleted questions still appear under top trending, and track each time a question is asked
    • This is permanent, there is no way to undo deleting a voice

    The last point is, in my opinion, the most important that deleting is permanent while mute can be a temporary state if needed.



    ------------------------------
    Anthony Romero
    Genesys - Employees
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources