Author Topic: Intrusion-like in emails  (Read 1958 times)

Offline cavagnaro

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Intrusion-like in emails
« on: July 15, 2009, 04:00:52 PM »
Hi guys,
Do you know if there is anyway that supervisor checks random emails sent by agents for QA?
I'm managing it by using the History of a contact but I'm not 100% happy with that. Also tought on maybe sending to a Queue for analisys but we don't want all emails to be treated in this way.
Any ideas?
Thanks   :)

Offline ecki

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Re: Intrusion-like in emails
« Reply #1 on: July 15, 2009, 08:40:08 PM »
Hi Cav,

Use random function.

e.

Offline René

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Re: Intrusion-like in emails
« Reply #2 on: July 15, 2009, 08:54:29 PM »
Hi Cav,

Yes, there a possibility to implement such feature. You can find example of QA Review process in "Universal Routing 7.6 Business Process User's Guide". Business processes and strategies mentioned in the document are part of installation package "InteractionWorkflowSamples".

Briefly who it works - once an agent clicks on "Send" button the interaction is submitted to an Interaction Queue (let's call QAReview). That queue is configured on tab "Interaction Queue" in the section "Queue for New Interaction" of IRD block "Route Interaction". Routing strategy connected with QAReview IxnQueue generates random number and compares it with QA level assigned to the agent. If generated number is higher than QA level interaction is routed for review. If it's lower interaction is sent out. You can implement your own "decision" mechanism in the routing strategy.

Let me know if you need more details.

R.

Offline ecki

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Re: Intrusion-like in emails
« Reply #3 on: July 15, 2009, 09:07:40 PM »
Oh yes, I was assuming you were using this way. Was one step ahead.

Offline cavagnaro

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Re: Intrusion-like in emails
« Reply #4 on: July 16, 2009, 02:10:26 AM »
Thanks guys, will play with it  ;D
thanks!