Ability to score a call without a call
I have a team that deals with emails and some times calls outside of InContact. I would like a way to manually create a "ghost call" or "interaction" and attach a scorecard to that and score it. Be able to assign that "ghost interaction" to a specific agent.
3
votes
Paul
shared this idea
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Thanks for sharing these articles, Kurt!
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Kurt
commented
We can now do scoring for emails. This link provides information on searching for interactions. https://help.nice-incontact.com/content/searchandplayback/welcometosearch.htm?Highlight=email%20evaluationThis link provides reporting information, which includes emails. https://help.nice-incontact.com/content/reporting/prebuiltreportsqm/evaluationsbyteam.htm?Highlight=score%20email
