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)?