RELATED IDEAS
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.
| Product Line | RingCentral Contact Center |
Thanks for sharing these articles, Kurt!
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%20evaluation
This link provides reporting information, which includes emails.
https://help.nice-incontact.com/content/reporting/prebuiltreportsqm/evaluationsbyteam.htm?Highlight=score%20email