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Automatically populate some field(s) in customised QM evaluation form

  • 1.  Automatically populate some field(s) in customised QM evaluation form

    Posted 06-05-2025 18:17

    rickywck | 2020-08-03 10:03:42 UTC | #1

    We have an use case that we need to create a custom evaluation form under QM, and then have some field(s) pre-populated, e.g. an external program will analysis the call voice log with STT and some sentiment analysis API to come up with an "objective" measure of sentiment score.

    I was thinking to create a program to receive notifications from PureCloud by subscribing to v2.routing.queues.{id}.conversations.calls and/or v2.users.{id}.conversations.calls, then the program will use api/v2/quality/forms/evaluations to create / update certain fields in the evaluation form, so that when the supervisor is filling the form those fields will be pre-populated.

    Will this work? Actually one of the questions is, after a call is finished, the evaluation form will be sent to inbox(es) of target supervisor(s), is the evaluation form created already before the supervisor completed the form? Ideally I want the supervisor to see those pre-populated field(s) when they open the form to fill.

    Any other suggestion(s)?

    John_Carnell | 2020-08-05 20:08:26 UTC | #2

    Hi Ricky,

    Thanks for posting this question. I need to do a little bit of research on this. So I am going to talk to the QM dev team and get some feedback. I can at least let you know if this is feasible? I will get this back to our dev team and try to get an answer sometime next week.

    Thanks, John Carnell Manager, Developer Engagement

    system | 2020-09-05 20:04:35 UTC | #3

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 8465



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