Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on July 15, 2009, 07:00:52 AM

Title: Intrusion-like in emails
Post by: cavagnaro on July 15, 2009, 07:00:52 AM

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  :)

Title: Re: Intrusion-like in emails
Post by: ecki on July 15, 2009, 11:40:08 AM

Hi Cav,

Use random function.

e.

Title: Re: Intrusion-like in emails
Post by: René on July 15, 2009, 11:54:29 AM

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.

Title: Re: Intrusion-like in emails
Post by: ecki on July 15, 2009, 12:07:40 PM

Oh yes, I was assuming you were using this way. Was one step ahead.

Title: Re: Intrusion-like in emails
Post by: cavagnaro on July 15, 2009, 05:10:26 PM

Thanks guys, will play with it  ;D
thanks!