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  • 1.  Quality Evaluation Trigger on Topic and Sentiment Detection

    Posted 07-15-2023 17:11
    Hi
    Is there a way to trigger the Quality Evaluation process based on the Speech and Text Analytics event detections. For example, if system detects a specific Topic or Sentiment for an interaction, can it somehow send that interaction to an Evaluator for Evaluation purposes? There is no "Matching Criteria" to achieve this in "Policy" configuration so wondering if someone tried a creative way to achieve this or have any suggestions?
    Cheers

    #SpeechandTextAnalytics
    #QualityManagement

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    Cheers
    Zubair
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  • 2.  RE: Quality Evaluation Trigger on Topic and Sentiment Detection

    Posted 07-16-2023 04:22

    Currently, no.  This may be an option in the future according to this idea:  Assign Evaluations by Speech and Text | Genesys Cloud Ideas Portal (aha.io).  Vote it up. 

    Also, there is not a notification topic yet for topics, but that is in the works and due out this year sometime.  It would allow you to spot a topic in real time then add a wrap-up code to your conversation and use that as a recording policy.



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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


  • 3.  RE: Quality Evaluation Trigger on Topic and Sentiment Detection

    Posted 07-17-2023 03:47

    Thanks Rob. Have added my vote..



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    Cheers
    Zubair
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    Original Message


  • 4.  RE: Quality Evaluation Trigger on Topic and Sentiment Detection

    Posted 11-23-2023 15:17

    Hey Robert, do you know where this topic spotting notification topic has got to?



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    Vaun McCarthy
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    Original Message


  • 5.  RE: Quality Evaluation Trigger on Topic and Sentiment Detection

    Posted 07-17-2023 11:07
    Edited by Anik Dey 07-17-2023 11:08

    Looping in @Herrick Mai and @Andy Boland for visibility. 

    Thanks, Muhammad for the community post, as Robert mentioned, please leave a vote and a comment on this Idea:

    Assign Evaluations by Speech and Text | Genesys Cloud Ideas Portal (aha.io)



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    Anik Dey
    Genesys - Employees
    Staff Product Manager
    anik.dey@genesys.com
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    Original Message


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