QA Review of Email

Platform API
1

We need to forward email replies from new agents to a QA Queue which would be monitored by Supervisor for QA review before sending it to out to customer, Something similar to Documentation:IW:Help:QA Review of E-Mail:8.5.1 - Genesys Documentation

Has anyone achieved this in Genesys cloud, is this natively available in the platform?

2

Hi,

No, not natively available.
There is a feature request on this topic to integrate it.

Have you checked also this extension ?

Best wishes.

Regards,
V.P.

3

Thanks @vpirat for your reply, I created the feature request , It seems its merged with some other feature request but there is no further information, if you have the information can you kindly share it.

Also about the Email Wizard, we can achieve the same natively by sending the email to another Queue, but we want to have exact same behavior as in Engage, where agent clicks on send button and the email instead of going to customer, goes and sits in a queue from where a supervisor reviews the email from Quality assurance and may send back or hit send so that email goes to the customer.

But thanks again for your reply.

4

Hi,

Looks like the FR is evaluated for development.
I will forward your question to the Management Team.

Regards,
V.P.

5

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