Workforce Engagement Management

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  • 1.  Using Genesys Quality for Non Genesys Interactions

    Posted 02-08-2023 09:58
    Hello, 

    Is there a way to use the Genesys quality module to score tasks that are not interactions in Genesys? If not is this a possible roadmap item?
    #QualityManagement

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    Craig Grieco
    Defi Solutions, Inc.
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  • 2.  RE: Using Genesys Quality for Non Genesys Interactions

    GENESYS
    Posted 02-09-2023 11:35

    Hi Craig,

    There are comprehensive roadmap plans to improving Work Items, which is Genesys Cloud's new way to handle generic tasks.  And part of that roadmap is to provide WEM capabilities support to Work Items, which will include being able to perform QM evaluation on it.



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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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    Original Message


  • 3.  RE: Using Genesys Quality for Non Genesys Interactions

    Posted 02-09-2023 12:28

    Thank you for the info Daniel. This helps a bunch!



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    Craig Grieco
    Defi Solutions, Inc.
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    Original Message


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