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  • 1.  Agent Empathy Analysis in UI - Not visible currently

    Posted 04-22-2024 14:52
    No replies, thread closed.

    The following is from the April 22nd release of Agent Empathy.

    Genesys Cloud now measures and reports on agent empathy in their interactions with customers. The reporting results help analysts improve performance management, agent evaluation, coaching, and training to improve the overall customer experience. This feature reinforces a Genesys core value to embrace empathy and enables organizations to provide a favorable customer experience with empathy as the focus.

    We cannot view Agent Empathy and our STA under Admin shows as unavailable (Quality admin/Manager users). The Admins from IT show Agent Empathy available. Are we missing permissions or is there a delay with visibility?
    Anyone successfully viewing Agent Empathy?

    #QualityManagement

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    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
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  • 2.  RE: Agent Empathy Analysis in UI - Not visible currently
    Best Answer

    Posted 04-22-2024 20:19
    No replies, thread closed.

    That was only released today.  It will not be deployed until after hours in regions over the next 3-4 days.  Last time we did not get a feature in the US until late Friday.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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