Automatically populate some field(s) in customised QM evaluation form

We have an use case that we need to create a custom evaluation form under QM, and then have some field(s) pre-populated, e.g. an external program will analysis the call voice log with STT and some sentiment analysis API to come up with an "objective" measure of sentiment score.

I was thinking to create a program to receive notifications from PureCloud by subscribing to v2.routing.queues.{id}.conversations.calls and/or v2.users.{id}.conversations.calls, then the program will use api/v2/quality/forms/evaluations to create / update certain fields in the evaluation form, so that when the supervisor is filling the form those fields will be pre-populated.

Will this work? Actually one of the questions is, after a call is finished, the evaluation form will be sent to inbox(es) of target supervisor(s), is the evaluation form created already before the supervisor completed the form? Ideally I want the supervisor to see those pre-populated field(s) when they open the form to fill.

Any other suggestion(s)?

Hi Ricky,

Thanks for posting this question. I need to do a little bit of research on this. So I am going to talk to the QM dev team and get some feedback. I can at least let you know if this is feasible? I will get this back to our dev team and try to get an answer sometime next week.

Thanks,
John Carnell
Manager, Developer Engagement

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.