8. - Quality and Performance Management

Development and Feedback
Evaluators
Evluation form
External Metrics
Policies
Programs
Quality Management
Recording Management
Sentiment Feedback
Speech & Text Analytics
Survey forms
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Development and Feedback

Development and Feedback (Genesys Cloud Performance and Engagement)

Section	Description
Feature Area	Performance and Engagement
Admin Location	`Admin → Performance and Engagement → Development and Feedback`
Primary Function	Create, assign, and manage training and assessment modules for agents and employees
Training Sources	Genesys Beyond content or custom organization-created modules
Module Types	Learning, Learning with Assessment, Assessment
Typical Users	Supervisors, Quality Administrators, Performance Managers, WEM Administrators
Key Dependency	Performance Management / WEM capabilities must be enabled for the organization :contentReference[oaicite:0]{index=0}

Development and Feedback provides the training layer of Genesys Cloud performance management. It allows administrators and supervisors to assign prepackaged or custom learning content to help bridge knowledge gaps, reinforce coaching plans, and support continuous agent improvement. The module supports both educational content and scored knowledge checks, and it can automatically assign modules based on organizational criteria such as ACD skills, divisions, or groups. :contentReference[oaicite:1]{index=1}

Summary Table

Attribute	Details
Feature Type	Performance Management / Learning Management
Core Purpose	Deliver development modules and assessments to employees
Assignment Model	Manual assignment and auto assignment
Content Types	Files, documents, learning content, assessments
Scoring Support	Available when module includes assessment/question groups
Automation Inputs	ACD skills, divisions, groups
Transcript Source Coverage	Module types, assignment model, basic create flow
Documentation Coverage	Performance management and WEM positioning of development modules :contentReference[oaicite:2]{index=2}

Study Notes

Topic	Explanation
Development Modules	Structured learning content assigned to users
Feedback	Used to guide improvement and address knowledge gaps
Genesys Beyond	Genesys-provided training content that can be assigned
Custom Modules	Organization-built learning modules
Module Type	Determines whether the module is educational only or includes an assessment
Auto Assign	Automatically assigns modules to users based on matching criteria
Assessment Content	Question groups and questions similar to evaluation forms
Recommended Completion Date	Target completion date set by the administrator

Development and Feedback is part of Genesys Cloud performance management and is intended to improve agent performance through guided learning, evaluation follow-up, and targeted knowledge reinforcement. Agents can access assigned training modules as part of their performance experience. :contentReference[oaicite:3]{index=3}

Transcript Implementation Notes

Source: Transcript

The instructor describes Development and Feedback as part of Performance and Engagement and explains that administrators can assign Genesys Beyond training or create their own modules.

Step	Instruction
Step 1	Go to Performance and Engagement → Development and Feedback
Step 2	Choose to assign Genesys Beyond training or create a custom module
Step 3	Select the module type: Learning, Learning with Assessment, or Assessment
Step 4	Enter a name and description
Step 5	Set a recommended completion date
Step 6	Add content such as files or documents
Step 7	Add question groups and questions if assessment content is required
Step 8	Configure Auto Assign rules based on ACD skills, divisions, or groups
Step 9	Save and assign the module

Transcript-derived implementation guidance:

Item	Guidance
Module Type Selection	Choose Learning when no assessment is needed, Learning with Assessment when content and scoring are both needed, and Assessment when the goal is testing only
Content Strategy	Attach documents or files that directly support the coaching objective
Assessment Design	Build question groups similar to evaluation forms for consistency
Targeting Strategy	Use Auto Assign to align modules with teams, skills, or organizational segmentation
Character Limits	Not explicitly documented in the transcript
Required Fields	Name and module type are clearly implied by the create flow; other required-field behavior is not explicitly documented in Genesys UI documentation

Task	Navigation Path
Open Development and Feedback	`Admin → Performance and Engagement → Development and Feedback`
View modules	`Admin → Performance and Engagement → Development and Feedback`
Create module	`Admin → Performance and Engagement → Development and Feedback → Create`
Edit module	`Admin → Performance and Engagement → Development and Feedback → Edit`
Assign module	`Admin → Performance and Engagement → Development and Feedback → Assign`
Configure auto assignment	`Admin → Performance and Engagement → Development and Feedback → Auto Assign`
Review assigned training as agent	Agent performance area / assigned modules view (exact UI path not explicitly documented in Genesys UI documentation)

Configuration Fields (UI Form Fields)

Main Page

UI Field	Description	Options
Module List	Displays existing development and feedback modules	Read-only
Module Name	Name of the module	Read-only in list
Module Type	Indicates module category	Learning / Learning with Assessment / Assessment
Description	Short explanation of module purpose	Read-only in list
Recommended Completion Date	Target completion date for assignees	Date
Assignment Status	Shows whether module is assigned/published/active	Not explicitly documented in Genesys UI documentation
Search	Search for modules	Text field
Filter	Filter modules list	Not explicitly documented in Genesys UI documentation
Create	Start a new module	Button
Edit	Modify selected module	Button
Delete	Remove selected module	Button
Assign	Assign module manually	Button
Refresh	Reload module list	Button

Create/Edit Form

UI Field	Description	Options
Module Name	Unique module title	Text
Description	Explains the objective of the module	Text area
Module Type	Defines whether content includes assessment	Learning / Learning with Assessment / Assessment
Recommended Completion Date	Suggested completion target	Date picker
Content	Add learning content	Files / Documents
Question Group Name	Groups assessment questions	Text
Add Question	Create assessment item	Button
Question Type	Assessment question type	Multiple Choice / Yes-No / Range (transcript aligns these with evaluation-style questions)
Question Name	Name/title of question	Text
Help Text	Guidance shown with the question	Text
Points	Score value	Numeric
Require Comments	Require additional comments	Toggle or option; not explicitly documented in this specific UI, but transcript states similar question behavior
Conditional Display	Show question conditionally	Not explicitly documented in Genesys UI documentation for this page; transcript says questions can be conditional in similar form behavior
Auto Assign	Opens or enables assignment rules	Button / section
Save	Save module	Button
Publish	Make module available	Not explicitly documented in Genesys UI documentation for this page; transcript does not explicitly confirm publish behavior for modules
Cancel	Cancel changes	Button

Character limits for Module Name, Description, and Question Group Name are not explicitly documented in Genesys UI documentation.

Tabs, Toggles, Dropdowns, Action Buttons

Element Type	Items
Tabs	Content / Assessment / Auto Assign (exact tab names not explicitly documented in Genesys UI documentation; these are logical create areas derived from transcript workflow)
Dropdowns	Module Type / Question Type
Toggles	Auto Assign enabled state, Require Comments (specific toggle labels not explicitly documented in Genesys UI documentation)
Date Controls	Recommended Completion Date
Upload Controls	Add files / documents
Action Buttons	Create / Save / Cancel / Edit / Delete / Assign / Add Question / Auto Assign
Text Inputs	Module Name / Description / Question Group Name / Question Name / Help Text

Dependencies

Component	Purpose
Performance Management	Base feature area for Development and Feedback :contentReference[oaicite:4]{index=4}
Workforce Engagement Management (WEM)	Broader feature family that includes development modules :contentReference[oaicite:5]{index=5}
Users and Permissions	Needed to assign modules and manage access
ACD Skills	Can be used for Auto Assign rules
Divisions	Can be used for Auto Assign rules
Groups	Can be used for Auto Assign rules
Documents / Files	Used as attached module content
Evaluation-style Question Logic	Assessment section follows question-group/question patterns similar to evaluation forms

Platform Integration / Related Components

Component	Relationship
Genesys Beyond	Prepackaged training content source mentioned in transcript
Evaluations	Evaluation outcomes often drive coaching and targeted module assignment
Coaching	Modules can reinforce coaching plans and identified performance gaps
Scorecards	Training completion and performance improvement are related in agent performance management :contentReference[oaicite:6]{index=6}
Gamification	Another Performance and Engagement feature used alongside learning modules
Groups / Divisions / Skills	Organizational targeting dimensions for Auto Assign
Documents	Storage or selection of training materials
Reports, Views, and Dashboards	Used to monitor broader performance outcomes related to training effectiveness :contentReference[oaicite:7]{index=7}

Integration Examples

Integration	Description
HR/LMS Export	Track completion outside Genesys Cloud using exported reports or manual reconciliation
Analytics / Performance Reporting	Correlate training assignments with performance results in reporting views
Notifications API	Can support downstream workflow when assignment/completion events are exposed through organizational integrations; not a UI field
API Usage / External BI	External dashboards can consume performance data for learning impact analysis, where available through supported reporting pipelines

Example integration workflow:

Evaluation Released
        ↓
Supervisor Identifies Knowledge Gap
        ↓
Development Module Assigned
        ↓
Agent Completes Module
        ↓
Performance Metrics Reviewed in Dashboard
        ↓
Optional External BI / Coaching Follow-up

Topic	Description
Performance Management	Parent feature area for modules and scorecards ([Genesys Cloud Resource Center][1])
Workforce Engagement Management	Suite that includes development modules, gamification, and quality tools ([Genesys Cloud Resource Center][1])
Evaluation Forms	Similar question-group and scoring model for assessments
Gamification	Performance engagement mechanism complementary to training
External Metrics Definitions	Scorecard enrichment with third-party metrics
Reports, Views, and Dashboards	Monitor performance changes after training assignments ([Genesys Cloud Resource Center][1])

Implementation Checklist

Task	Status
Confirm Performance Management / WEM licensing and access	☐
Review target audience for training	☐
Decide whether to use Genesys Beyond or custom content	☐
Choose module type	☐
Prepare files/documents	☐
Build assessment question groups if needed	☐
Define recommended completion date	☐
Configure Auto Assign rules	☐
Validate assignment scope (skills/divisions/groups)	☐
Test with pilot users	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → Performance and Engagement → Development and Feedback`
Step 2	Click Create
Step 3	Enter Module Name and Description
Step 4	Select Module Type: Learning, Learning with Assessment, or Assessment
Step 5	Set Recommended Completion Date
Step 6	Add files or documents as content if applicable
Step 7	Add question groups and questions if assessment is required
Step 8	Configure Auto Assign rules using ACD skills, divisions, or groups
Step 9	Save the module
Step 10	Validate that the correct users receive the assignment

How to Implement

Phase	Description
Planning	Identify business gap, coaching objective, and target audience
Content Build	Prepare learning materials and assessment questions
Module Design	Choose the right module type and structure
Assignment Design	Decide manual assignment vs Auto Assign
Validation	Test with a pilot group
Rollout	Deploy to production user groups
Measurement	Review completion and post-training performance

Recommended selection model:

Need	Recommended Module Type
Knowledge transfer only	Learning
Knowledge transfer plus validation	Learning with Assessment
Knowledge check only	Assessment

Workflow

Performance Gap Identified
        ↓
Supervisor Creates Module
        ↓
Content Added
        ↓
Assessment Added (Optional)
        ↓
Manual or Auto Assign
        ↓
Agent Completes Module
        ↓
Supervisor Reviews Progress and Performance

Architecture Diagram

Supervisor / Admin
       ↓
Development and Feedback Module
       ├─ Learning Content
       ├─ Assessment Questions
       └─ Auto Assign Rules
       ↓
Target Users (by Skills / Divisions / Groups)
       ↓
Agent Completion Experience
       ↓
Performance Management / Coaching / Scorecard Review

Real Flow Scenarios

Scenario 1 – Evaluation-Driven Remediation

Agent receives low evaluation score on compliance
        ↓
Supervisor creates "Compliance Refresher" module
        ↓
Module type = Learning with Assessment
        ↓
Assigned to impacted agents
        ↓
Agents complete module and assessment
        ↓
Future evaluations improve

Scenario 2 – Onboarding by Skill Group

New ACD skill introduced
        ↓
Admin creates product knowledge module
        ↓
Auto Assign rule targets users with that ACD skill
        ↓
Users receive module automatically
        ↓
Completion tracked as part of onboarding

Usage Scenarios

Scenario	Description
New hire onboarding	Deliver standard learning content to new agents
Post-evaluation coaching	Assign targeted remediation after poor evaluations
Product launch training	Deliver new knowledge to selected teams
Compliance refreshers	Reinforce required policies and scripts
Skill-based enablement	Auto assign modules by ACD skill
Division-specific training	Assign modules based on business unit or division

Implementation Examples

Example	Configuration
Compliance Refresher	Learning with Assessment / assigned to regulated queue teams
Product Launch Training	Learning / assigned to sales division
Knowledge Validation Quiz	Assessment / assigned to support group
New Hire Fundamentals	Learning with Assessment / auto assigned to onboarding group

Design Example

Module Name: Billing Policy Refresher
Type: Learning with Assessment
Content: PDF policy guide + quick reference sheet
Question Groups: Policy Rules / Escalation Handling
Auto Assign: Billing division + selected support groups
Completion Target: 7 days

Best Practices

Practice	Reason
Match module type to objective	Prevent unnecessary complexity
Keep modules focused on one coaching goal	Improves completion and retention
Use clear, action-oriented titles	Makes assignment purpose obvious
Attach concise supporting documents	Reduces learner fatigue
Reuse evaluation-style scoring patterns	Creates consistency across quality and training
Pilot Auto Assign rules first	Avoids incorrect broad assignment
Align modules with coaching plans	Improves measurable performance outcomes
Review completion and performance together	Training value is proven by behavior change

Source: Operational Best Practice

Naming Convention

Resource	Example
Learning Module	`Billing_Policy_Refresher`
Assessment Module	`Security_Awareness_Assessment`
Combined Module	`New_Hire_Onboarding_Learning_Assessment`
Question Group	`Product_Knowledge`
Auto Assign Rule	`AutoAssign_Billing_Division_Compliance`

Naming pattern:

<BusinessArea>_<Topic>_<ModuleType>

Examples:

Support_LoginTroubleshooting_Learning
Compliance_CallHandling_Assessment
Sales_NewOffer_LearningWithAssessment

Security Considerations

Control	Description
Role-Based Access	Limit who can create, edit, assign, and delete modules
Content Governance	Ensure attached files/documents are approved and current
Division-Aware Assignment	Prevent users from receiving irrelevant or restricted training
Auditability	Maintain records of who created and assigned training
Privacy	Do not attach sensitive data unless properly governed
Least Privilege	Grant only required permissions for content management and assignment

Limitations / Constraints

Constraint	Description
Character Limits	Not explicitly documented in Genesys UI documentation
Publish Behavior	Not explicitly documented in Genesys UI documentation for this specific feature page
Exact Filter Set on Main Page	Not explicitly documented in Genesys UI documentation
Auto Assign Logic Dimensions	Transcript explicitly mentions ACD skills, divisions, groups
Module Types	Limited in transcript to Learning, Learning with Assessment, Assessment
Assessment Question Model	Transcript states assessment questions are similar to evaluations
Dependency on Feature Availability	Performance Management / WEM access is required ([Genesys Cloud Resource Center][1])

Troubleshooting

Issue	Cause	Resolution
Users did not receive module	Auto Assign criteria did not match	Verify ACD skills, divisions, or groups
Wrong users received module	Assignment criteria too broad	Refine Auto Assign scope and pilot first
Assessment incomplete	Required content or question groups missing	Review module structure
Low completion rate	Module too long or unclear	Simplify content and clarify objective
No measurable performance change	Module not aligned to root cause	Rework training to address actual gap
Attached document unavailable	File/content issue	Re-upload approved content and retest

Interview Cheat Sheet

Question	Answer
What is Development and Feedback?	Genesys Cloud feature for assigning training and assessment modules
What module types are available?	Learning, Learning with Assessment, Assessment
What can be used as content?	Files or documents; Genesys Beyond can also be assigned
How can modules be assigned automatically?	By ACD skills, divisions, or groups
How is it related to performance management?	It supports coaching, development, and continuous improvement ([Genesys Cloud Resource Center][1])
Are APIs UI fields?	No; APIs belong under integration, not UI configuration

Key Takeaways

Topic	Summary
Development and Feedback	Training and assessment capability within Performance and Engagement
Module Types	Learning, Learning with Assessment, and Assessment
Content Model	Files/documents plus optional question groups
Auto Assign	Targets users by ACD skills, divisions, or groups
Business Value	Reinforces coaching and closes performance gaps
Documentation Gaps	Some exact UI labels and field limits are not explicitly documented in Genesys UI documentation

Screenshots

Evaluators

Section	Description
Module Context	Part of Quality Management in Genesys Cloud Workforce Engagement Management (WEM).
Purpose	The Evaluators dashboard allows quality evaluators to view assigned evaluations, review interaction recordings, and score interactions using Evaluation Forms to measure agent performance, compliance, and service quality.
Navigation	`Performance → Overview → Quality Evaluator`
Alt Navigation	`Menu → Conversation Intelligence → Quality Management → Evaluators`
Required Permission	`Quality > Evaluation > Edit Score` (included in the default Quality Evaluator role)

Important: The Evaluators page is a performance dashboard accessed through the Performance area — not an Admin configuration page. Evaluator role assignment and permissions are managed separately under Admin → People & Permissions → Roles/Permissions.

Study Notes

Topic	Explanation
Evaluators	Users assigned the Quality Evaluator role who review interactions and score them using evaluation forms.
Evaluations	Formal scoring of interactions based on evaluation forms.
Calibration	Multiple evaluators review the same interaction to ensure scoring consistency. An expert evaluator sets the benchmark.
Evaluation Assignment	Evaluations can be assigned manually or automatically through Quality Policies.
Evaluator Dashboard	Displays pending and completed evaluation activity for the logged-in evaluator.

Evaluators help organizations maintain consistent service standards, compliance monitoring, and coaching programs.

Task	Navigation
Open Evaluator Dashboard	`Performance → Overview → Quality Evaluator`
Alt Navigation	`Menu → Conversation Intelligence → Quality Management → Evaluators`
Assign evaluator roles	`Admin → People & Permissions → Roles/Permissions → Quality Evaluator role`
Automate evaluation assignment	`Admin → Quality → Policies`
View interactions and recordings	`Performance → Workspace → Interactions`
Run calibrations	`Performance → Quality → Calibration`

Evaluator Dashboard — Components

The Quality Evaluator dashboard has three main sections:

Section	Description
Interactions Needing Attention	Table of interactions with evaluations assigned to the logged-in evaluator that have not yet been completed. Click the link in the Assigned Date/Time column to open a specific evaluation.
Agent Activity	Search by agent name or agent set. Shows how many evaluations were completed and the average score awarded to each agent during the configured date range.
Completed Interactions	Lists interactions the evaluator scored during the configured date range.

To narrow results in Agent Activity, enter an agent name in the filter box.

Evaluator Role — Permissions

Permission	Description
`Quality > Evaluation > Edit Score`	Required to access the Evaluator dashboard and submit evaluation scores. Included in the default Quality Evaluator role.

Default role permissions summary:

Role	Default Capabilities
Quality Administrator	Create/manage evaluation forms, quality policies, calibrations, recordings, annotations, and encryption keys
Quality Evaluator	Edit evaluations and annotations; view chats, recordings, and encryption keys

Roles can be customized. For example, the Quality Administrator's recording access can be restricted to specific queues by adding conditions in the role configuration.

Configuration Fields (UI — Evaluator Dashboard)

Evaluator Dashboard

UI Field	Description
Interactions Needing Attention	Table showing pending evaluations assigned to the logged-in evaluator
Assigned Date/Time	Clickable link to open the specific evaluation
Agent Activity table	Search and view evaluation metrics by agent name
Evaluations Completed (Agent Activity)	Count of evaluations completed for each agent
Average Score (Agent Activity)	Average score awarded during the date range
Completed Interactions table	List of interactions evaluated within the configured date range
Filter box	Enter agent name to reduce results in Agent Activity
Date range selector	Controls the time window for Agent Activity and Completed Interactions

Dependencies

Component	Purpose
Interaction Recording	Provides interactions for evaluation
Evaluation Forms	Defines scoring criteria used by evaluators
Quality Policies	Automates evaluation assignment to evaluators
Agent Profiles / User Accounts	Determines which agents appear in evaluation results

Platform Integration / Related Components

Component	Relationship
Evaluation Forms	Used by evaluators to score interactions
Quality Policies	Automatically assign evaluations to evaluators
Recording Management	Provides recorded interactions for review
Speech & Text Analytics	Helps identify interactions suitable for evaluation
Performance Management	Uses evaluation results for coaching and development

Topic	Purpose
Evaluation Forms	Create scoring criteria
Quality Policies	Automate evaluation assignments
Recording Management	Manage interaction recordings
Speech Analytics	Identify interactions for evaluation
Calibration	Ensure consistent scoring across evaluators

Implementation Checklist

Step	Status
Assign Quality Evaluator role to users	☐
Create evaluation forms	☐
Enable interaction recording	☐
Configure evaluation policies	☐
Assign evaluations (manually or via policy)	☐
Train evaluators on scoring standards	☐
Run calibration sessions	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → People & Permissions → Roles/Permissions`
Step 2	Assign Quality Evaluator role to intended users
Step 3	Create evaluation forms (`Admin → Quality → Evaluation Forms`)
Step 4	Enable interaction recording
Step 5	Configure quality policies to assign evaluations automatically
Step 6	Train evaluators on scoring standards and calibration process
Step 7	Conduct calibration sessions periodically to maintain consistency

Workflow

Customer Interaction
        ↓
Interaction Recorded
        ↓
Quality Policy Assigns Evaluation
        ↓
Evaluator Opens Dashboard
        ↓
Reviews Pending Evaluations (Interactions Needing Attention)
        ↓
Evaluator Reviews Recording
        ↓
Evaluator Completes Evaluation Form
        ↓
Results Released to Agent / Used for Coaching

Calibration Workflow

Recorded Interaction Selected for Calibration
        ↓
Multiple Evaluators Assigned via Policy
        ↓
Each Evaluator Scores Independently
        ↓
Expert Evaluator Sets Benchmark
        ↓
Calibration Session Conducted
        ↓
Scoring Variations Compared and Discussed

Usage Scenarios

Scenario	Description
Quality Assurance	Monitor and score agent performance
Compliance Monitoring	Verify adherence to regulatory or script requirements
Coaching Programs	Identify knowledge gaps and improvement areas
Performance Tracking	Evaluate agent service quality over time
Calibration Sessions	Ensure consistent scoring standards across evaluators

Best Practices

Practice	Reason
Conduct calibration sessions regularly	Ensures scoring consistency across evaluators
Train evaluators on form intent	Improves accuracy and reduces subjective scoring
Monitor evaluator activity	Ensures evaluations are being completed on time
Use the Agent Activity view	Provides quick aggregate view of how agents are performing
Limit evaluator workload with quotas	Prevents evaluation fatigue and missed assignments

Naming Convention

Resource	Example
Evaluator Role	Quality_Evaluator
Evaluation Form	Support_Call_Evaluation
Calibration Program	Monthly_Calibration

Security Considerations

Control	Description
Role Permissions	Only users with the Quality Evaluator role can access the dashboard and submit scores
Recording Access	Evaluators can view recordings of interactions they are assigned to evaluate
Evaluation Visibility	Results can be restricted; agents see evaluations only when released
Conditions on Roles	Quality Administrators can be restricted to recordings from specific queues

Limitations / Constraints

Constraint	Description
Dashboard access	Requires `Quality > Evaluation > Edit Score` permission
Recording availability	Interaction must have been recorded for an evaluation to be created
Calibration requirement	Requires two or more evaluators plus an expert evaluator
Arabic dialect limitation	Dates/times do not currently display in standard Arabic format — to be resolved in a future update

Troubleshooting

Issue	Cause	Resolution
Evaluator cannot access the dashboard	Missing `Quality > Evaluation > Edit Score` permission	Assign the Quality Evaluator role or add the permission directly
Evaluations not appearing in Interactions Needing Attention	Policy not assigning evaluations	Verify policy criteria and ensure policy is enabled
No recordings visible	Recording not enabled or evaluator lacks recording access	Check recording settings and role permissions
Calibration scores inconsistent	Evaluators interpreting form differently	Conduct calibration training and review evaluation form help text

Interview Cheat Sheet

Question	Answer
Where is the Evaluator dashboard accessed?	`Performance → Overview → Quality Evaluator` or `Menu → Conversation Intelligence → Quality Management → Evaluators`
What permission is required?	`Quality > Evaluation > Edit Score` (included in the Quality Evaluator role)
What are the three sections of the dashboard?	Interactions Needing Attention / Agent Activity / Completed Interactions
What is calibration?	Process where multiple evaluators score the same interaction to ensure consistent scoring; an expert evaluator sets the benchmark
How are evaluations assigned?	Manually or automatically through quality policies

Key Takeaways

Topic	Summary
Evaluators	Users with the Quality Evaluator role who review and score recorded interactions
Dashboard Location	Performance → Overview → Quality Evaluator (NOT under Admin)
Required Permission	`Quality > Evaluation > Edit Score`
Dashboard Sections	Interactions Needing Attention / Agent Activity / Completed Interactions
Calibration	Ensures scoring consistency; requires expert evaluator as benchmark
Evaluation Assignment	Via quality policies (automatic) or manually

Evluation form

Section	Description
Module Context	Part of Quality Management within Genesys Cloud WEM
Navigation	`Admin → Quality → Evaluation Forms`
Alt Navigation	`Menu → Conversational Intelligence → Quality Management → Evaluation Forms`
Required Permissions	`Quality > Evaluation Form > Add` / `Edit` / `Delete`
Primary Function	Create and manage forms used by evaluators to score recorded interactions and measure agent performance and compliance

The Evaluation Forms page is a dashboard for form management activities. It lists all evaluation forms with the form name and the date and time each form was last modified — this timestamp serves as the form's version ID.

Study Notes

Topic	Explanation
Evaluation Form	A structured scoring template used to assess recorded interactions
Question Group	A logical grouping of related questions within a form (e.g., Compliance, Greeting, Product Knowledge)
Question Type	Defines how the evaluator responds to a question (Multiple Choice, Yes/No, Range)
Fatal Question	If answered incorrectly, the entire evaluation automatically fails regardless of total score
Critical Question	High-importance question that impacts score but does not cause automatic failure
Range Question	Evaluator scores on a numeric scale (e.g., 1–5)
Yes/No Question	Binary scoring — used for compliance checks
Multiple Choice Question	Evaluator selects from predefined options, each worth a point value
Points	Numeric score value assigned per answer option
Help Text	Tooltip shown to evaluator when hovering over a question — improves scoring consistency
Require Additional Comments	Forces evaluator to enter a comment for that question — used for coaching or compliance evidence
Conditional Question	Displays a question only when a prior condition is met — reduces form complexity
Publish	Makes the form available for use in evaluations and policies
Version ID	The last-modified timestamp on the form list page

Task	Navigation
Open Evaluation Forms	`Admin → Quality → Evaluation Forms`
Alt Navigation	`Menu → Conversational Intelligence → Quality Management → Evaluation Forms`
Create a new form	`Admin → Quality → Evaluation Forms → Create`
Edit a form	`Admin → Quality → Evaluation Forms → select form → Edit`
Publish a form	Inside the form editor → Publish button

Evaluation Forms List Page

UI Field	Description
Form Name	Name of the evaluation form
Last Modified (Date/Time)	Timestamp of last modification — also serves as the version ID for the form
Create	Opens a new evaluation form
Search	Search for forms by name
Edit	Open form for editing
Delete	Remove the form

Critical Evaluation Fields

Field	Description	Implementation Purpose	Example Use
Question Group	Logical grouping of related questions	Organizes the form into sections	Compliance / Greeting / Product Knowledge
Question Type	How the evaluator answers the question	Determines scoring behavior	Multiple Choice / Yes-No / Range
Points	Numeric value per answer option	Used to calculate final score	Correct = 1, Incorrect = 0
Help Text	Tooltip shown when evaluator hovers over question	Guidance for consistent scoring	"Agent must verify customer identity before proceeding."
Require Additional Comments	Forces evaluator to enter comments	Ensures detailed feedback for coaching/compliance	Required for low-scoring answers
Conditional Question	Shows only if prior condition is met	Keeps form concise and context-aware	Show escalation question only if customer asked for supervisor

Fatal Question

Field	Description	Implementation Purpose	Example
Fatal Question	If answered incorrectly, the entire evaluation automatically fails regardless of total score	Used for critical compliance or legal requirements	"Did the agent verify customer identity?"

Fatal Question Behavior

Agent Interaction
        ↓
Evaluator answers Fatal Question
        ↓
Incorrect Answer Selected
        ↓
Entire Evaluation Score = FAIL
(regardless of all other question scores)

When to Use Fatal Questions

Scenario	Reason
Compliance violations	Regulatory requirement — failure is not acceptable
Security verification failure	Customer identity not confirmed
Mandatory legal disclosures not followed	Legal or contractual obligation

Best practice: Use fatal questions sparingly — reserve them only for true compliance or legal requirements where failure is unacceptable.

Critical Question

Field	Description	Implementation Purpose	Example
Critical Question	High-importance question that significantly impacts the evaluation score but does not automatically fail the entire evaluation	Ensures high-impact scoring without automatic failure	"Did the agent provide correct product information?"

Critical Question Behavior

Agent Interaction
        ↓
Evaluator answers Critical Question
        ↓
Incorrect Answer
        ↓
Points Deducted from Score
(evaluation does NOT automatically fail)

When to Use Critical Questions

Scenario	Reason
Customer experience standards	Greeting quality, empathy
Product knowledge verification	Accuracy of information given
Process adherence	Correct workflow followed

Question Types

Range Question

Field	Description	Implementation Purpose	Example
Range Question	Evaluator scores on a numeric scale	Measures qualitative performance	1–5 rating scale

Example scale:

Score	Meaning
1	Poor
3	Acceptable
5	Excellent

Yes / No Question

Field	Description	Implementation Purpose	Example
Yes / No Question	Binary scoring	Compliance checks	"Did the agent greet the customer properly?"

Points example:

Answer	Points
Yes	1
No	0

Multiple Choice Question

Field	Description	Implementation Purpose	Example
Multiple Choice	Evaluator selects from predefined options	Structured scoring	Greeting quality rating

Example options:

Answer	Points
Excellent	5
Good	3
Poor	1

Form Structure Example

Evaluation Form: Customer Service Review

Section 1: Compliance
    Fatal Question → Identity Verification (Yes/No)

Section 2: Customer Experience
    Range Question → Professionalism (1–5)
    Critical Question → Issue Resolution (Yes/No)

Section 3: Product Knowledge
    Multiple Choice → Correct Information Provided
    Conditional Question → Escalation Handling
        (appears only if customer requested supervisor)

Permissions

Permission	Description
`Quality > Evaluation Form > Add`	Create new evaluation forms
`Quality > Evaluation Form > Edit`	Modify existing forms
`Quality > Evaluation Form > Delete`	Remove forms

Dependencies

Component	Purpose
Interaction Recording	Provides interactions to be evaluated using the form
Quality Policies	Reference evaluation forms when assigning evaluations
Evaluators	Use the form to score interactions
Quality Management (Admin)	Parent feature area

Implementation Checklist

Task	Status
Define evaluation categories (question groups)	☐
Decide which questions require fatal logic	☐
Select appropriate question types per question	☐
Add help text to all questions	☐
Configure scoring (points per answer)	☐
Add conditional questions where appropriate	☐
Save the form as draft	☐
Review and validate the form	☐
Publish the form	☐
Reference the form in quality policies	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → Quality → Evaluation Forms`
Step 2	Click Create
Step 3	Enter form name
Step 4	Add Question Groups
Step 5	Add questions to each group with the appropriate Question Type
Step 6	Configure Points, Help Text, and Comments settings per question
Step 7	Toggle Fatal or Critical where applicable
Step 8	Add Conditional logic where appropriate
Step 9	Save draft
Step 10	Click Publish to make the form available for use

Workflow

Admin Creates Evaluation Form
        ↓
Question Groups Added
        ↓
Questions Added (with type, points, help text)
        ↓
Fatal / Critical Flags Set
        ↓
Form Published
        ↓
Policy References Form
        ↓
Evaluator Uses Form to Score Interaction

Best Practices for Evaluation Forms

Practice	Reason
Use fatal questions sparingly	Prevent unnecessary evaluation failures
Reserve fatal for legal/compliance requirements	Only true pass/fail scenarios should auto-fail
Use range questions for soft skills	Better measures qualitative performance like empathy
Provide help text for every question	Improves evaluator consistency and reduces subjectivity
Group questions logically by topic	Makes evaluation easier to complete accurately
Use conditional questions	Reduces form complexity and irrelevant questions
Keep forms focused	Forms covering too many topics are harder to score consistently
Calibrate evaluators regularly against published forms	Ensures form is interpreted consistently

Naming Convention

Resource	Example
Evaluation Form	Support_Call_Evaluation_Form
Question Group	Compliance / CustomerExperience / ProductKnowledge

Limitations / Constraints

Constraint	Description
Form must be published	Forms in draft state cannot be used in policies or evaluations
Version tracking	Last-modified timestamp is the version ID — no formal versioning system
Arabic dialect limitation	Date/time display does not currently appear in standard Arabic format — to be resolved in a future update

Interview Cheat Sheet

Question	Answer
Where are evaluation forms managed?	`Admin → Quality → Evaluation Forms`
What permissions are required?	`Quality > Evaluation Form > Add / Edit / Delete`
What is a Fatal Question?	A question that automatically fails the entire evaluation if answered incorrectly
When should fatal questions be used?	Only for true compliance or legal requirements
What is a Critical Question?	High-importance question that impacts score but does NOT auto-fail the evaluation
Why use range questions?	To evaluate qualitative performance like empathy or professionalism
What is the version ID of a form?	The last-modified date/time timestamp shown on the form list
What does publishing a form do?	Makes it available for evaluators and for reference in quality policies

Key Takeaways

Topic	Summary
Evaluation Forms	Structured templates used by evaluators to score recorded interactions
Navigation	`Admin → Quality → Evaluation Forms` or `Menu → Conversational Intelligence → Quality Management → Evaluation Forms`
Version ID	Last-modified timestamp on the form list page
Fatal Questions	Auto-fail the entire evaluation — reserve for compliance/legal requirements only
Critical Questions	High impact on score but do not auto-fail
Question Types	Multiple Choice / Yes-No / Range
Publish Required	Forms must be published before they can be used
Permissions	`Quality > Evaluation Form > Add / Edit / Delete`

External Metrics

External Metrics (Genesys Cloud Performance and Engagement)

Section	Description
Feature Area	Performance and Engagement
Admin Location	`Admin → Performance and Engagement → External Metrics Definitions`
Primary Function	Define externally sourced performance metrics so they can be loaded into an employee’s scorecard
Typical Use Cases	Import CSAT, sales, revenue, quality indicators, or other third-party KPIs into performance management
Metric Units Mentioned in Training	Number, Seconds, Percent, Currency
Transcript Focus	Metric definition, unit selection, and rounding precision
Key Dependency	Performance management / scorecards capability must be available in the organization. Genesys positions performance management as part of its WEM and agent performance tooling. :contentReference[oaicite:0]{index=0}

External Metrics Definitions let administrators define the metadata for non-Genesys performance measures so those values can be incorporated into an employee scorecard. In the transcript, the instructor specifically calls out importing third-party data such as CSAT scores or sales and configuring each metric’s unit and rounding precision. Genesys documents performance management as part of the platform’s agent performance toolset, alongside scorecards, feedback, and related engagement features. :contentReference[oaicite:1]{index=1}

Summary Table

Attribute	Details
Feature Type	Scorecard metric definition
Data Origin	External / third-party systems
Business Purpose	Enrich employee scorecards with business KPIs not generated natively by Genesys Cloud
Common Examples	CSAT, sales, revenue, handle-time targets from external systems, business outcome metrics
Definition Inputs from Transcript	Metric unit and rounding precision
Assignment / Data Load Method	Not explicitly documented in Genesys UI documentation in the provided source set
Feature Family	Performance Management / WEM :contentReference[oaicite:2]{index=2}

Study Notes

Topic	Explanation
External Metric	A KPI that originates outside native Genesys interaction analytics
Metric Definition	The schema/metadata that tells Genesys how to interpret imported values
Scorecard	Employee performance view where external metrics can appear
Metric Unit	Defines how values are displayed and interpreted
Rounding Precision	Controls display precision for the imported value
Business KPI Enrichment	Allows scorecards to reflect broader business outcomes, not only contact center metrics

Genesys positions performance management as a capability that helps improve agent performance and engagement through scorecards, feedback, and related tooling. External Metrics extends that model by allowing business data from outside Genesys to be represented in scorecards. :contentReference[oaicite:3]{index=3}

Transcript Implementation Notes

Source: Transcript

The instructor describes External Metrics Definitions as a way to import third-party data into an employee’s scorecard.

Step	Instruction
Step 1	Navigate to Performance and Engagement → External Metrics Definitions
Step 2	Create or define an external metric
Step 3	Choose the metric unit
Step 4	Configure rounding precision
Step 5	Use the definition so third-party KPI data can appear in an employee scorecard

Transcript-derived guidance:

Item	Guidance
Recommended Use	Use external metrics for KPIs like CSAT, sales, or other non-native performance measures
Metric Unit Selection	Match the display type to the source data: number, seconds, percent, or currency
Precision Strategy	Use rounding precision that preserves business meaning without cluttering scorecards
Character Limits	Not explicitly documented in the transcript
Required Fields	Metric unit is explicitly mentioned; other required fields are not explicitly documented in Genesys UI documentation

Task	Navigation Path
Open External Metrics Definitions	`Admin → Performance and Engagement → External Metrics Definitions`
View existing definitions	`Admin → Performance and Engagement → External Metrics Definitions`
Create metric definition	`Admin → Performance and Engagement → External Metrics Definitions → Create`
Edit metric definition	`Admin → Performance and Engagement → External Metrics Definitions → Edit`
Delete metric definition	`Admin → Performance and Engagement → External Metrics Definitions → Delete`
Review scorecards	Agent/Supervisor performance scorecard area; exact path not explicitly documented in Genesys UI documentation

Configuration Fields (UI Form Fields)

Main Page

UI Field	Description	Options
External Metric Definitions List	Displays configured metric definitions	Read-only
Metric Name	Name of the external metric	Read-only in list
Metric Unit	Unit associated with the metric	Number / Seconds / Percent / Currency
Rounding Precision	Display precision for the metric	Numeric precision value
Search	Search existing metric definitions	Text
Create	Start a new external metric definition	Button
Edit	Modify selected metric definition	Button
Delete	Remove selected metric definition	Button
Refresh	Reload definitions list	Button

Some list-view columns beyond Metric Name, Metric Unit, and Rounding Precision are not explicitly documented in Genesys UI documentation in the provided source set.

Create/Edit Form

UI Field	Description	Options
Metric Name	Unique name for the external metric definition	Text
Description	Explains what the metric represents	Text area
Metric Unit	Defines how the value is interpreted and displayed	Number / Seconds / Percent / Currency
Rounding Precision	Number of decimal places or display precision	Numeric field
Save	Save the metric definition	Button
Cancel	Cancel changes	Button

Additional create/edit fields such as source mapping keys, import identifiers, or visibility controls are not explicitly documented in Genesys UI documentation in the provided source set.

Character limits for Metric Name and Description are not explicitly documented in Genesys UI documentation.

Tabs, Toggles, Dropdowns, Action Buttons

Element Type	Items
Dropdowns	Metric Unit
Numeric Inputs	Rounding Precision
Text Inputs	Metric Name / Description
Buttons	Create / Save / Cancel / Edit / Delete / Refresh
Tabs	Not explicitly documented in Genesys UI documentation
Toggles	Not explicitly documented in Genesys UI documentation

Dependencies

Component	Purpose
Performance Management	External metrics feed employee scorecards within performance tooling :contentReference[oaicite:4]{index=4}
Employee Scorecards	Destination where defined external metrics are surfaced
Third-Party Data Source	Provides the source KPI values
Identity / User Mapping	Needed so imported values are tied to the correct employee
Data Load / Integration Process	Needed to move metric values from external source into Genesys ecosystem; exact method not explicitly documented in Genesys UI documentation

Platform Integration / Related Components

Component	Relationship
Scorecards	External metrics are displayed as part of employee performance scorecards
Development and Feedback	External metrics can help identify training needs
Gamification	External metrics may complement gamification goals in broader performance strategies
Reports, Views, and Dashboards	Used to analyze performance impact across teams and time
Workforce Engagement Management	External metrics fit into the broader performance and engagement toolset that Genesys associates with WEM/performance management. :contentReference[oaicite:5]{index=5}

Integration Examples

Integration	Description
CRM Integration	Import closed sales or revenue by employee from Salesforce or another CRM
Survey Platform Integration	Import CSAT or post-contact survey outcome from an external survey system
ERP / Billing Integration	Import collections, revenue, or billing accuracy metrics
Data Warehouse Feed	Load curated KPI values from enterprise BI or analytics platforms

Example integration workflow:

Third-Party System
        ↓
KPI Data Prepared Per Employee
        ↓
External Metric Definition Exists in Genesys
        ↓
Metric Values Loaded / Mapped
        ↓
Employee Scorecard Displays External KPI

Topic	Description
Performance Management	Parent feature area for scorecards and engagement tooling ([Genesys Cloud Resource Center][1])
Development and Feedback	Use scorecard gaps to trigger targeted training assignments
Gamification	Use performance metrics to motivate and reinforce goals
Reports, Views, and Dashboards	Monitor performance trends using Genesys reporting capabilities ([Genesys Cloud Resource Center][1])
Workforce Engagement Management	Broader suite containing performance-related features ([Genesys Cloud Resource Center][1])

Implementation Checklist

Task	Status
Confirm performance management capability is available	☐
Identify external KPI source systems	☐
Define employee/user mapping strategy	☐
Create external metric definition	☐
Select correct metric unit	☐
Set rounding precision	☐
Validate scorecard display behavior	☐
Test import with pilot users	☐
Document data ownership and refresh cadence	☐

Implementation Guide

Step	Action
Step 1	Identify the business KPI to import
Step 2	Confirm the KPI is tied to individual employees
Step 3	Navigate to `Admin → Performance and Engagement → External Metrics Definitions`
Step 4	Click Create
Step 5	Enter a Metric Name and optional Description
Step 6	Select the correct Metric Unit
Step 7	Set Rounding Precision
Step 8	Save the definition
Step 9	Validate that incoming data maps correctly to employee scorecards

How to Implement

Phase	Description
KPI Design	Decide which external KPI belongs in the scorecard
Definition Build	Create the metric definition and choose display rules
Data Mapping	Ensure values map to the correct employee identity
Validation	Confirm value formatting and scorecard behavior
Rollout	Expand from pilot to broader population
Governance	Maintain owner, refresh frequency, and business definition

Recommended unit selection:

Data Type	Recommended Unit
Count of events or items	Number
Time-based KPI	Seconds
Ratio or satisfaction rate	Percent
Revenue / sales amount	Currency

Workflow

Business KPI Identified
        ↓
External Metric Definition Created
        ↓
Metric Unit and Precision Configured
        ↓
Third-Party Data Mapped to Employees
        ↓
Values Displayed in Scorecard
        ↓
Supervisor Uses Metric for Coaching / Performance Review

Architecture Diagram

External Business System
       ↓
KPI Extraction / Transformation
       ↓
Employee Mapping
       ↓
Genesys External Metric Definition
       ↓
Performance Scorecard
       ↓
Supervisor Review / Coaching / Gamification

Real Flow Scenarios

Scenario 1 – CSAT from External Survey Tool

External survey tool calculates CSAT by agent
        ↓
Admin defines metric = Customer Satisfaction
        ↓
Metric unit = Percent
        ↓
Rounding precision configured
        ↓
CSAT appears in employee scorecard

Scenario 2 – Sales Revenue from CRM

CRM stores closed sales by employee
        ↓
Admin defines metric = Sales Revenue
        ↓
Metric unit = Currency
        ↓
Values imported and mapped by employee
        ↓
Supervisor compares sales KPI to coaching results

Usage Scenarios

Scenario	Description
CX measurement	Display CSAT or NPS-like results from an external survey platform
Sales enablement	Bring revenue or conversion values into scorecards
Collections / recovery	Measure payment recovery or settlement outcomes
Back-office QA	Track externally measured accuracy or completion KPIs
Business outcome alignment	Blend operational contact center performance with business KPIs

Implementation Examples

Example	Configuration
CSAT Metric	Unit = Percent / Precision = whole number or one decimal
Revenue Metric	Unit = Currency / Precision = 2 decimals
Sales Count	Unit = Number / Precision = 0 decimals
External Handle-Time Target	Unit = Seconds / Precision based on reporting standard

Design Example

Metric Name: Billing_CSAT
Description: Customer satisfaction result from external survey system
Metric Unit: Percent
Rounding Precision: 1
Data Source: Survey platform
Scorecard Audience: Billing agents

Best Practices

Practice	Reason
Define clear business ownership for each metric	Prevents disputes over KPI meaning
Match the unit to the source data exactly	Avoids misleading scorecard display
Keep rounding precision consistent across similar KPIs	Improves readability and comparison
Pilot with a small user group first	Validates mapping and formatting
Document employee mapping logic	Prevents scorecard attribution errors
Use meaningful metric names	Makes scorecards easier to interpret
Review refresh cadence with stakeholders	Ensures expectations match data timeliness

Source: Operational Best Practice

Naming Convention

Resource	Example
CSAT Metric	`CX_CSAT_Percent`
Sales Metric	`Sales_Revenue_USD`
Time Metric	`Service_Resolution_Seconds`
Quality Metric	`BackOffice_Accuracy_Percent`

Naming pattern:

<BusinessArea>_<MetricName>_<Unit>

Examples:

Support_CSAT_Percent
Sales_Revenue_Currency
Collections_Payments_Number

Security Considerations

Control	Description
Role-Based Access	Limit who can create and edit external metric definitions
Data Minimization	Import only needed KPI values
Employee Mapping Controls	Ensure values are attached to the correct user
Sensitive Financial Data Handling	Treat currency and sales metrics as potentially confidential
Auditability	Keep a record of metric purpose, owner, and source
Least Privilege	Restrict integration accounts and administrative access

Limitations / Constraints

Constraint	Description
Supported Units in Transcript	Number / Seconds / Percent / Currency
Precision Setting	Rounding precision is configurable per metric definition
Character Limits	Not explicitly documented in Genesys UI documentation
Exact Import Method	Not explicitly documented in Genesys UI documentation in the provided source set
Additional Advanced Fields	Not explicitly documented in Genesys UI documentation in the provided source set
User Mapping Requirement	External data must be attributable to the correct employee for scorecard usefulness
Scorecard Dependency	External metrics are only useful if scorecards/performance tooling is enabled. Genesys positions performance management and scorecards as part of this feature family. ([Genesys Cloud Resource Center][1])

Troubleshooting

Issue	Cause	Resolution
Metric not visible in scorecard	Definition exists but values not loaded or not mapped	Validate data pipeline and employee mapping
Incorrect number format	Wrong unit selected	Update metric unit to match source data
Too many decimals displayed	Rounding precision not aligned	Adjust rounding precision
Wrong employee receives KPI	Mapping logic incorrect	Review source identifiers and identity matching
Stakeholders dispute KPI meaning	Poor naming/definition	Update description and ownership documentation
Data arrives late	Upstream integration or refresh issue	Review source cadence and integration process

Interview Cheat Sheet

Question	Answer
What is External Metrics Definitions?	A feature used to define third-party KPIs so they can appear in employee scorecards
What metric units are mentioned in the training?	Number, Seconds, Percent, Currency
What is rounding precision used for?	It controls how imported values are displayed
Give examples of external metrics	CSAT, sales, revenue, or other business KPIs
Is an API or import method a UI field?	No, integrations belong under platform integration, not UI fields
Why use external metrics?	To enrich scorecards with business outcomes not generated natively by Genesys

Key Takeaways

Topic	Summary
External Metrics	Bring third-party KPI values into employee scorecards
Metric Unit	Determines how the KPI is displayed and interpreted
Rounding Precision	Controls scorecard value presentation
Business Value	Connects contact center performance with external business outcomes
Documentation Caveat	Some advanced UI and import details are not explicitly documented in the provided official UI source set

Screenshots

Policies

Section	Description
Module Context	Part of Quality Management within Genesys Cloud Workforce Engagement Management (WEM).
Purpose	Policies automate recording retention, evaluation assignment, survey delivery, calibration, and screen recording based on interaction criteria.
Admin Location	`Admin → Quality → Policies`
Alt Navigation	`Menu → Conversation Intelligence → Recording and Policies → Policies`
Core Objective	Ensure consistent quality monitoring, compliance retention, and automated quality workflows.

Policies are rules that match specific interaction criteria and automatically perform actions such as retaining recordings, assigning evaluations, creating calibration evaluations, and sending surveys.

Important behavior: Policies only apply to interactions occurring after the policy is enabled — they do not apply retroactively. Interaction recordings that do not match any policy are retained indefinitely (or until the maximum interaction data retention time is reached, if configured).

Study Notes

Topic	Explanation
Quality Policies	Automation rules used to manage recordings, evaluations, calibrations, and surveys.
Matching Criteria	Defines which interactions the policy applies to.
Recording Retention	Determines how long recordings are stored.
Evaluation Assignment	Automatically assigns interactions for evaluation (3 methods — see below).
Calibration Evaluations	Allows multiple evaluators to review the same interaction.
Survey Triggering	Sends surveys to customers after interactions.
Screen Recording	Enables recording of the agent desktop during ACD interactions only.
Overlapping Policies	When policies overlap, Genesys Cloud applies the longest retention period unless explicitly overridden.

Task	Navigation
View policies	`Admin → Quality → Policies`
Alt navigation	`Menu → Conversation Intelligence → Recording and Policies → Policies`
Create policy	`Admin → Quality → Policies → Create New Policy`
Edit policy	`Admin → Quality → Policies → Select Policy`
Delete policy	`Admin → Quality → Policies → Delete`
Filter policies	Select Enabled or Disabled state, or enter policy name → click Apply

Configuration Fields (UI Form Fields)

Policy Creation

Field	Description	Options
Create New Policy	Creates a new quality policy	Button
Policy Name	Unique name for the policy	Text
Description	Explanation of policy purpose. Tip: describe its function (e.g., "evaluate inbound support calls")	Text
Media Type Tabs	Enable/disable policy per interaction type	Toggle per tab

Media Types

Media Type	Description
Call	Voice interactions
Chat	Web chat interactions
Email	Email interactions
Message	Digital messaging interactions

Each media type is configured separately — matching criteria and actions are defined per media type tab.

Matching Criteria

Field	Description	Options / Notes
Conversation Direction	Interaction direction	Inbound / Outbound
Specific Users	Apply policy to specific agents	Dropdown (up to recommended limit)
Specific Work Teams	Apply policy to teams	Dropdown
Specific Queues	Apply policy to specific queues	Dropdown — Genesys recommends no more than 250 queues per policy
Specific Wrap-Up Codes	Apply policy based on wrap-up results	Dropdown
Date Range	Apply policy during specific dates	Calendar
Time Sets	Apply policy during specific time windows	Dropdown
Conversation Duration	Match interactions based on duration	Numeric — includes queue time and after-call work
Customer Participation	Match email/message interactions based on whether customer participated	Participated / Did not participate

Note: Policies are not automatically modified when an agent, queue, or wrap-up code is deleted. These should be reviewed manually after deletions.

Recording Retention (Required)

Field	Description	Options
Retain Recordings	Retain recordings for evaluation/calibration/surveys	Toggle — required if evaluations or surveys are used
Do Not Save Recordings	Interactions are not retained for long-term storage	Toggle
Delete Even if Another Policy Retains	Override overlap behavior to force delete	Toggle — only shown when "Do not save" is selected
Archive Recording After	Time before recording moves to long-term storage	Days / Months
Delete Recordings After	Days before recording is permanently deleted	Numeric
Export Copy of Recordings (AWS S3)	Export recordings automatically to an AWS S3 bucket	Toggle

Overlap behavior: When two policies match the same interaction, Genesys Cloud applies the policy that retains the recording longest, as long as a delete date is explicitly defined on both. To override this and force deletion, use "Delete even if another policy retains."

Screen Recording

Field	Description	Options
Initiate Screen Recording	Record agent desktop during interaction	Toggle
Record After Call Work	Include ACW in screen recording	Toggle
Screen Recording Retention	Maximum retention	Up to 365 days

Note: Screen recording only applies to ACD interactions. Policies that initiate screen recording only perform screen recording actions — they do not also apply to non-initiating policies.

Evaluation Automation — Three Methods

Method 1: Create Evaluations by Evaluators

Field	Description	Options
Assign Evaluations by Evaluators	Creates a set number of evaluations per time period per evaluator	Toggle
Evaluation Form	Form to use	Dropdown
Evaluators	Users assigned to evaluate	Dropdown
Number of Evaluations	Per evaluator per time interval	Numeric
Time Interval	When evaluations are assigned	Daily / Weekly / Monthly

Agent selected: first agent connected to the interaction.

Method 2: Create Evaluations by Agents

Field	Description	Options
Assign Evaluations by Agents	Creates evaluations per agent listed in matching criteria	Toggle
Evaluation Form	Form to use	Dropdown
Evaluators	Evaluations distributed evenly among these users	Dropdown
Evaluations per Agent per Period	Quota per agent	Numeric
Agent Connected Duration	Duration from agent joining to disconnect (excludes ACW and dialing, includes hold)	Numeric
Time Zone	Determines when evaluation period resets	Dropdown

Agent selected: last agent that participated in the interaction meeting the criteria. Monitors and coaches are excluded. Requires users, teams, or queues in matching criteria.

Method 3: Create Evaluations by Interaction

Field	Description	Options
Assign Evaluations by Interaction	Creates an evaluation for every matching interaction	Toggle
Evaluation Form	Form to use	Dropdown
Evaluators	If multiple specified, each gets the same set of interactions	Dropdown

Agent selected: first agent connected to the interaction. Useful for new hires or compliance scenarios requiring 100% evaluation coverage.

Evaluation Limits (Exam Critical)

Time Period	Maximum Evaluations per Agent
Per Day	50
Per Week	175
Per Month	700

These limits prevent policies from accidentally assigning more evaluations than an evaluator can complete. Limits apply even if more interactions match the policy.

Note: A policy does not create an evaluation for an interaction that has no recording on the agent side (e.g., agent dismisses an email without replying).

Calibration Evaluations

Field	Description	Options
Assign Calibration Evaluations	Create calibration sessions for evaluators	Toggle
Calibration Form	Evaluation form for calibration	Dropdown
Evaluators	Two or more evaluators required	Dropdown
Expert Evaluator	Benchmark scorer	Dropdown
Calibrator	Person who created the policy is default calibrator	Dropdown

Survey Trigger

Field	Description	Options
Send Web Survey	Automatically sends a survey invitation email	Toggle
Survey Form	Survey form to use	Dropdown
Survey Invite Flow	Architect flow that delivers the invitation	Dropdown
Email Domain	Domain used for invitation email	Dropdown
Number of Invitations	How many invitations to send	Numeric

Survey delivery requires a configured Architect Survey Invite Flow.

Dependencies

Component	Purpose
Interaction Recording	Required for evaluation, calibration, and retention policies
Evaluation Forms	Used when policies assign evaluations
Survey Forms	Used when policies send surveys
Architect Survey Invite Flow	Required to deliver survey invitations
AWS S3	Optional external storage for recordings
SIP Trunk (Line Recording enabled)	Required for call recording to function

Platform Integration / Related Components

Component	Relationship
Architect	Executes survey invite flows
Evaluation Forms	Used for scoring interactions
Survey Forms	Collect customer feedback
Interaction Recording	Captures interactions for evaluation
Speech & Text Analytics	Analyzes recorded conversations

Topic	Purpose
Evaluation Forms	Score agent interactions
Survey Forms	Collect customer feedback
Speech & Text Analytics	Analyze interaction transcripts
Recording Management	Configure recording storage
Workforce Engagement Management	Manage agent coaching and development

Implementation Checklist

Step	Status
Enable interaction recording (Line Recording on SIP trunk)	☐
Create evaluation forms	☐
Create survey forms	☐
Create quality policy	☐
Configure matching criteria	☐
Configure retention rules	☐
Select evaluation assignment method	☐
Enable survey automation	☐
Test policy behavior	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → Quality → Policies`
Step 2	Click Create New Policy
Step 3	Enter name and description
Step 4	Click media type tab and enable/disable per type
Step 5	Configure matching criteria
Step 6	Configure recording retention
Step 7	Select evaluation method (by Evaluators / by Agents / by Interaction)
Step 8	Enable calibration if required
Step 9	Enable survey automation if required
Step 10	Save and test policy behavior

Workflow

Customer Interaction
        ↓
Interaction Recording
        ↓
Quality Policy Evaluates Interaction
        ↓
Policy Criteria Match
        ↓
Action Triggered
      ├─ Retain Recording
      ├─ Assign Evaluation (by Evaluator / Agent / Interaction)
      ├─ Assign Calibration
      └─ Send Survey

Evaluation Method Decision Guide

Use Case	Recommended Method
Fixed number of evals per evaluator per period	Create Evaluations by Evaluators
Fixed quota of evals per agent per period	Create Evaluations by Agents
Evaluate every matching interaction (e.g., new hires, compliance)	Create Evaluations by Interaction
Consistent scoring across evaluators	Calibration Evaluations

Best Practices

Practice	Reason
Use clear policy names and descriptions	Improves administrative clarity
Apply policies to specific queues	Avoid unnecessary evaluations
Separate retention and evaluation policies	Keeps policies focused and manageable
Divide large queue sets into multiple policies	Genesys recommends no more than 250 queues per policy; consider 100 for best practice
Use evaluation quotas	Prevent evaluator overload
Review policies after agent/queue/wrap-up deletions	Policies are not auto-updated
Combine surveys and evaluations in separate policies	Gain full quality insight without conflicting retention rules

Naming Convention

Resource	Example
Policy	Inbound_Call_Evaluation_Policy
Compliance Policy	Call_Recording_Compliance
Survey Policy	Post_Call_CSAT_Policy
Calibration Policy	Monthly_Calibration_Policy

Naming Pattern:

<InteractionType>_<Purpose>_Policy

Security Considerations

Control	Description
Recording Encryption	Protect interaction recordings
Access Permissions	Restrict policy configuration to admins
Retention Compliance	Ensure regulatory retention requirements are met
Data Privacy	Protect customer interaction data

Limitations / Constraints

Constraint	Description
Policy Scope	Only affects interactions after activation
Screen Recording	ACD interactions only — max 365 days retention
Survey Delivery	Requires Architect survey invite flow
Evaluation Limits	Max 50/day, 175/week, 700/month per agent
Queue Recommendation	No more than 250 queues per policy
Overlapping Policies	Longest retention wins unless explicitly overridden
Recordings with no policy	Retained indefinitely (up to org maximum if set)

Troubleshooting

Issue	Cause	Resolution
Evaluations not assigned	Matching criteria incorrect	Verify queue/user/team filters
Surveys not triggered	Survey invite flow missing or not selected	Configure and assign Architect survey invite flow
Recordings not retained	Retention setting not configured	Update retention configuration
Screen recording missing	Feature not initiated by policy	Enable screen recording in the initiating policy
Evaluation missing for email interaction	Agent never replied — no agent-side recording	Manually assign evaluation if needed
Too many evaluations assigned	Policy quota too high or method too broad	Use "by Agents" method with explicit quotas

Interview Cheat Sheet

Question	Answer
What is a quality policy in Genesys Cloud?	An automation rule that manages recordings, evaluations, calibrations, and surveys.
What are the three evaluation assignment methods?	By Evaluators, By Agents, By Interaction
What are the evaluation assignment limits?	50/day, 175/week, 700/month per agent
What media types are supported?	Call, Chat, Email, and Message
Do policies apply to existing interactions?	No — only to interactions occurring after the policy is enabled
What happens when no policy matches a recording?	It is retained indefinitely (or up to org maximum)
What happens when overlapping policies have different retention?	Genesys applies the longest retention period
What is required for screen recording?	ACD interactions only; initiated by the policy
What is required for surveys?	An Architect Survey Invite Flow must be configured

Key Takeaways

Topic	Summary
Policies	Automate quality monitoring tasks
Matching Criteria	Determines which interactions trigger policies — includes Duration and Customer Participation
Three Evaluation Methods	By Evaluators / By Agents / By Interaction — each serves a different use case
Evaluation Limits	50/day, 175/week, 700/month per agent
Overlapping Policies	Longest retention wins by default
No-Match Behavior	Recordings without a matching policy are retained indefinitely
Survey Automation	Requires Architect Survey Invite Flow
Recording Retention	Required field for all policies — retention rules cannot be skipped

Programs

Programs (Genesys Cloud Speech & Text Analytics)

Section	Description
Feature Area	Quality Management → Speech & Text Analytics
Admin Location	`Admin → Quality → Programs`
Primary Function	Group multiple Topics into a business-level analytics package and apply them to queues or Architect flows
Data Source	Interaction transcripts generated by Speech & Text Analytics
Typical Users	Quality Administrators, Analytics Administrators
Key Dependency	Speech & Text Analytics and Topics must be configured
Source	Transcript + Genesys Documentation

Programs act as the logical container for Topics and determine where those topics are applied in the contact center. This allows organizations to monitor specific customer intents (billing issues, cancellation requests, product complaints, etc.) for specific operational areas such as queues or routing flows.

Summary Table

Attribute	Details
Feature Type	Speech Analytics Configuration
Scope	Queue or Architect Flow
Function	Topic grouping and analytics detection
Topic Limit	Not explicitly documented in Genesys UI documentation
Dialect Requirement	Must match speech analytics language model
Data Used	Voice transcripts and digital interaction transcripts
Configuration Level	Organization-wide analytics configuration

Study Notes

Topic	Explanation
Programs	Containers grouping multiple Topics for analytics
Topics	Phrase detection logic used by programs
Dialect	Determines language model used for phrase matching
Queue Mapping	Applies program analytics to queue interactions
Flow Mapping	Applies program analytics to interactions routed through Architect
Intent Detection	Programs identify business-level conversation intents

Programs allow the contact center to analyze conversations differently depending on the department or business goal.

Example:

Program	Topics	Scope
Billing Insights	Billing Dispute, Refund Request	Billing Queue
Retention Insights	Cancel Subscription, Contract Termination	Retention Queue

Transcript Implementation Notes

Source: Transcript

The instructor explains how Programs function and how they are configured:

Step	Instruction
Step 1	Navigate to Admin → Quality → Programs
Step 2	Create a program that packages related topics
Step 3	Select a dialect that matches the transcript language model
Step 4	Add existing topics or merge phrases into topics
Step 5	Map the program to specific queues or Architect flows
Step 6	Save the configuration so analytics can detect those topics

Operational insight from transcript:

Programs represent business-level intent detection packages
Different departments create different programs
Programs must be linked to queues or flows to analyze interactions

Example given in concept:

Program: Billing Analysis
Topics: Refund Request, Payment Issue
Queue: Billing Support

Task	Navigation Path
View Programs	`Admin → Quality → Programs`
Create Program	`Admin → Quality → Programs → Create Program`
Edit Program	`Admin → Quality → Programs → Edit`
Delete Program	`Admin → Quality → Programs → Delete`
Manage Topics	`Admin → Quality → Topics`
Discover Topics	`Admin → Quality → Topic Miner`

Configuration Fields (UI Form Fields)

Main Page

UI Field	Description	Options
Program List	Displays configured programs	Read-only
Program Name	Name of program	Text
Description	Program explanation	Text
Dialect	Language model used for phrase matching	Example: English – United States
Topics	Topics assigned to the program	Read-only
Queues	Queues mapped to the program	Read-only
Flows	Architect flows mapped to the program	Read-only
Search	Search programs	Text
Create Program	Create new program	Button
Edit	Modify program	Button
Delete	Remove program	Button
Refresh	Reload program list	Button

Create/Edit Form

UI Field	Description	Options
Program Name	Unique identifier	Text
Description	Explanation of program purpose	Text
Dialect	Language model for topic detection	Example: English – United States
Topics	Topics included in the program	Multi-select list
Queues	Queues where analytics should apply	Multi-select list
Flows	Architect flows where analytics should apply	Multi-select list
Tags	Optional metadata classification	Tag selector
Save	Save program	Button
Cancel	Cancel configuration	Button

Character limit for fields: Not explicitly documented in Genesys UI documentation

Tabs, Toggles, Dropdowns, Action Buttons

Element Type	Items
Tabs	Topics / Queues / Flows
Dropdowns	Dialect
Multi-Select Fields	Topics / Queues / Flows
Buttons	Create Program / Save / Cancel / Edit / Delete / Refresh
Toggles	Not explicitly documented in Genesys UI documentation

Dependencies

Component	Purpose
Speech & Text Analytics	Generates transcripts used by programs
Topics	Programs rely on topics for phrase detection
Topic Miner	Helps discover phrases that become topics
Interaction Recording	Required for voice transcription
Architect	Flows can be mapped to programs

Platform Integration / Related Components

Component	Relationship
Speech & Text Analytics	Core analytics engine
Topics	Detection logic used by programs
Topic Miner	Phrase discovery tool
Sentiment Feedback	Improves sentiment classification
Interaction Analytics	Displays program results

Integration Examples

Integration	Description
Analytics API	Retrieve topic trends and analytics data
Conversations API	Access transcripts for interactions
Notifications API	Subscribe to interaction lifecycle events

Example workflow:

Customer Interaction
        ↓
Speech-to-Text Transcript
        ↓
Topic Detection
        ↓
Program Analytics
        ↓
Analytics API → External BI Dashboard

Topic	Description
Speech & Text Analytics	Transcript analysis engine
Topic Miner	Phrase discovery
Topics	Phrase detection configuration
Sentiment Feedback	Correct sentiment classification
Evaluation Forms	Agent quality evaluation

Implementation Checklist

Task	Status
Enable Speech & Text Analytics	☐
Create Topics	☐
Identify queues or flows	☐
Create Program	☐
Assign topics to program	☐
Map queues or flows	☐
Validate analytics results	☐

Implementation Guide

Step	Action
Step 1	Enable Speech & Text Analytics
Step 2	Create required topics
Step 3	Navigate to Programs
Step 4	Create new program
Step 5	Assign topics
Step 6	Select dialect
Step 7	Map queues or flows
Step 8	Save configuration

How to Implement

Phase	Description
Topic Definition	Identify phrases representing customer intent
Program Creation	Group topics logically
Interaction Scope	Assign queues or flows
Validation	Confirm topics appear in analytics

Workflow

Customer Interaction
      ↓
Recording Engine
      ↓
Speech-to-Text Transcription
      ↓
Topic Detection
      ↓
Program Analytics
      ↓
CX Insights Dashboard

Architecture Diagram

Customer Interaction
       ↓
Recording Engine
       ↓
Speech-to-Text
       ↓
Transcript Storage
       ↓
Topic Detection
       ↓
Programs
       ↓
Analytics Dashboard

Real Flow Scenarios

Billing Issue Detection

Customer: "I was charged twice"
      ↓
Transcript generated
      ↓
Topic: Billing Dispute detected
      ↓
Program: Billing Insights triggered

Cancellation Request

Customer: "I want to cancel my subscription"
      ↓
Topic: Cancellation Request detected
      ↓
Program: Retention Insights

Usage Scenarios

Scenario	Description
Customer intent detection	Identify why customers contact support
CX analytics	Understand frequent issues
Compliance monitoring	Detect regulatory statements
Product feedback monitoring	Identify complaints

Implementation Examples

Example	Configuration
Billing Program	Refund Request / Billing Dispute topics
Support Program	Technical Issue / Login Problem topics
Sales Program	Product Inquiry / Purchase Intent topics

Design Example

Support Queue
      ↓
Speech Analytics Transcript
      ↓
Topic Detection
      ↓
Program Groups Topics
      ↓
Analytics Dashboard Displays Trends

Best Practices

Practice	Reason
Group topics by department	Improves analytics clarity
Avoid overly large programs	Maintain accuracy
Use clear naming	Improve reporting readability
Validate topics regularly	Ensure phrase detection accuracy

Source: Operational Best Practice

Naming Convention

Resource	Example
Program	Billing_Insights
Program	Customer_Retention
Program	Product_Feedback

Naming pattern:

<Department>_Insights

Security Considerations

Control	Description
Role-based access	Restrict program creation
Transcript protection	Protect sensitive interaction data
Encryption	Protect stored recordings
Data retention policies	Manage transcript lifecycle

Limitations / Constraints

Constraint	Description
Requires Speech Analytics	Programs depend on transcripts
Topic dependency	Programs cannot exist without topics
Dialect dependency	Phrase detection depends on language model
Topic accuracy	Incorrect topics lead to false detections

Troubleshooting

Issue	Cause	Resolution
Topics not detected	Topic not added to program	Add topic
No analytics results	Speech analytics disabled	Enable transcription
Program not applied	Queue or flow not mapped	Assign queue or flow
Incorrect detection	Topic phrases inaccurate	Update topic configuration

Interview Cheat Sheet

Question	Answer
What is a Program?	Container grouping topics for analytics
What does it analyze?	Interaction transcripts
What components are required?	Topics and Speech Analytics
Where are programs applied?	Queues or Architect flows
What is the purpose?	Detect business intents

Key Takeaways

Topic	Summary
Programs	Group topics for analytics
Topics	Detect phrases in conversations
Queue Mapping	Determines where analytics apply
Speech Analytics	Generates transcripts
Business Insights	Programs enable intent detection

Screenshots

Quality Management

Section	Description
Module Context	Part of Quality, Performance, and Engagement Management within Genesys Cloud Workforce Engagement Management (WEM).
Purpose	Enables supervisors to record interactions, evaluate agents, analyze conversations, gather customer feedback, and coach agents to improve service quality and compliance.
Admin Location	`Admin → Quality`
Alt Navigation (most sub-sections)	`Menu → Conversation Intelligence → ...` (see Navigation table below)
Core Capabilities	Recording encryption, evaluations, surveys, policies, speech & text analytics, topic mining, sentiment analysis, and coaching tools.

Quality management helps organizations monitor interactions, enforce compliance, evaluate agent performance, and gain insights into customer conversations using analytics and feedback tools.

Study Notes

Topic	Explanation
Quality Management	Framework for evaluating and improving agent interactions and service quality.
Interaction Recording	Captures voice and digital interactions for compliance and review.
Evaluation Forms	Scorecards used to evaluate recorded interactions and measure agent performance.
Surveys	Customer feedback collected after interactions (e.g., CSAT or NPS).
Policies	Automation rules for evaluation assignment, recording retention, calibration, and surveys.
Topic Miner	Identifies frequently occurring phrases or topics in conversation transcripts.
Speech & Text Analytics	AI-powered analysis of transcripts to identify trends, topics, and sentiment.
Topics & Programs	Structured definitions used to track business-level intents within interactions.
Sentiment Feedback	Allows administrators to correct incorrectly classified phrases in sentiment analysis.
Recording Management	Controls recording infrastructure: screen recording concurrency, URL expiration, storage region, and orphaned recordings.

Feature	Admin Navigation	Alt Navigation
Encryption Keys	`Admin → Quality → Encryption Keys`	—
Evaluation Forms	`Admin → Quality → Evaluation Forms`	`Menu → Conversation Intelligence → Quality Management → Evaluation Forms`
Survey Forms	`Admin → Quality → Survey Forms`	—
Policies	`Admin → Quality → Policies`	`Menu → Conversation Intelligence → Recording and Policies → Policies`
Evaluators (Dashboard)	`Performance → Overview → Quality Evaluator`	`Menu → Conversation Intelligence → Quality Management → Evaluators`
Recording Management	`Admin → Quality → Recording Management`	`Menu → Conversation Intelligence → Recording and Policies → Recording Management`
Topic Miner	`Admin → Quality → Topic Miner`	—
Speech & Text Analytics	`Admin → Quality → Speech & Text Analytics`	—
Sentiment Feedback	`Admin → Quality → Sentiment Feedback`	—
Topics	`Admin → Quality → Topics`	—
Programs	`Admin → Quality → Programs`	—

Configuration Fields (UI Form Fields)

Encryption Keys

Field	Description	Options
Key Configuration Type	Encryption key management model	Genesys Cloud Managed Keys / Local Key Manager / AWS KMS Symmetric
Periodic Key Change	Frequency for generating new encryption keys	Daily / Weekly / Monthly / Yearly / Never
Save	Save encryption configuration	Button

Evaluation Forms

Field	Description	Options
Create	Creates a new evaluation form	Button
Form Name	Name of the evaluation form	Text
Last Modified	Timestamp of last modification — also serves as version ID	Read-only
Question Group	Category grouping related questions	Example: Compliance / Customer Experience
Add Question	Adds new evaluation question	Button
Question Type	Type of evaluation question	Multiple Choice / Yes-No / Range
Question Name	Question text shown to evaluator	Text
Help Text	Tooltip guidance for evaluator	Text
Points	Score value assigned to answers	Numeric
Require Additional Comments	Forces evaluator to add a comment	Toggle
Conditional Question	Displays question based on previous answer	Toggle
Fatal Question	Incorrect answer fails entire evaluation automatically	Toggle
Critical Question	High-impact question — affects score but does not auto-fail	Toggle
Save	Save draft evaluation form	Button
Publish	Make form available for evaluators and policies	Button

Survey Forms

Field	Description	Options
Create	Create new survey form	Button
Survey Language	Language used for survey	Dropdown
Survey Form Name	Internal survey identifier	Text
Header	Instructions or images displayed to customer	Text / Image
Add Question	Add survey question	Button
Question Type	Survey question format	Multiple Choice / Yes-No / Range / Free Text / NPS
NPS Question	Net Promoter Score question	Only one NPS question allowed per survey
Save	Save survey form	Button
Publish	Publish survey form	Button
Preview Form	Preview survey before publishing	Button

Policies

Field	Description	Options
Create New Policy	Creates new quality policy	Button
Policy Name	Name of policy	Text
Description	Policy purpose	Text
Media Type	Interaction type tabs	Call / Chat / Email / Message (each configured separately)
Conversation Direction	Interaction direction filter	Inbound / Outbound
Specific Users / Work Teams	Restrict policy to specific users or teams	Dropdown
Specific Queues	Apply policy to queues	Dropdown — max 250 recommended
Specific Wrap-Up Codes	Filter interactions by wrap-up result	Dropdown
Time Sets	Apply policy during specific time ranges	Dropdown
Date Range	Policy date criteria	Calendar
Conversation Duration	Match interactions by duration	Numeric — includes queue time and ACW
Customer Participation	Match email/message by customer participation	Participated / Did not participate
Recording Retention	Required field — Define recording retention	Retain / Do Not Save
Export Recordings	Export recordings to AWS S3	Toggle
Screen Recording	Enable screen recording (ACD only)	Toggle — max 365 days retention
Create Evaluations by Evaluators	Assign fixed evals per evaluator per period	Toggle
Create Evaluations by Agents	Assign fixed evals per agent per period	Toggle
Create Evaluations by Interaction	Assign eval for every matching interaction	Toggle
Create Calibration Evaluations	Generate calibration sessions	Toggle
Send Web Survey	Automatically send surveys	Toggle — requires Architect Survey Invite Flow

Evaluation limits: Max 50/day, 175/week, 700/month per agent. No-match behavior: Recordings without a matching policy are retained indefinitely (or up to org maximum if configured).

Recording Management

Field	Description	Options
Maximum Simultaneous Screen Recordings	Limits concurrent screen recordings	0–2000
Recording Playback URL Time-to-live	How long playback links remain valid	2–60 minutes (default 60)
Recording Batch Download URL Time-to-live	How long download links remain valid	2–60 minutes (default 60)
Storage of Call Recordings	Recording storage region	Home Region / Global Media Fabric trunk region
Orphaned Recordings	Recordings stored on Edge device that failed to upload	Clickable link to manage

Topic Miner

Field	Description	Options
New Miner	Create mining job	Button
Language	Transcript language model	Dropdown
Data Source	Interaction data source	Genesys Cloud
Date Range	Time window to analyze	Calendar
Media Type	Interaction channel	Voice / Chat / Message / Email
Queue Selection	Select queues to mine	Up to 5 queues

Speech & Text Analytics Settings

Field	Description	Options
Voice Transcription	Enables transcription	Toggle
Transcript Confidence Threshold	Minimum confidence for inclusion	Default 40%
Low-Latency Transcription	Near real-time transcript generation	Toggle
Content Search	Enables transcript keyword search	Last 35 days

Sentiment Feedback

Field	Description	Options
Add Phrase	Add phrase for sentiment correction	Button
Phrase Text	Phrase as it appears in transcripts	Text
Sentiment Label	Correct sentiment classification	Positive / Neutral / Negative
Dialect	Speech analytics dialect model for phrase	Dropdown

Topics

Field	Description	Options
Topic Name	Unique topic identifier	Text
Description	Topic explanation	Text
Tags	Classification tags	Text
Strictness	Matching sensitivity	Low / Medium / High
Participants	Conversation participants analyzed	External / Internal / Both

Programs

Field	Description	Options
Program Name	Program identifier	Text
Dialect	Language dialect	Dropdown
Add Topics	Add topics to program	Button
Merge Phrases	Combine detected phrases	Toggle
Queue Mapping	Assign program to queues	Dropdown
Flow Mapping	Assign program to Architect flows	Dropdown

QM Roles and Permissions

Role	Key Permissions
Quality Administrator	Manage encryption keys, policies, evaluation forms, calibrations, recordings, annotations
Quality Evaluator	Edit evaluations and annotations; view chats, recordings, encryption keys — requires `Quality > Evaluation > Edit Score`

Both roles are customizable. Quality Administrator recording access can be restricted to specific queues using conditions.

Dependencies

Component	Purpose
Interaction Recording	Required for evaluations
SIP Trunk (Line Recording enabled)	Required for call recording to function
Speech & Text Analytics	Enables transcript-based analysis
Architect	Required for survey invitation flows
Workforce Engagement Management	Integrates coaching and quality monitoring
AWS S3	Optional long-term or external recording storage

Platform Integration / Related Components

Component	Relationship
Architect	Sends surveys and triggers workflows
Analytics Workspace	Provides reporting dashboards
Workforce Engagement Management	Supports agent coaching and training
Interaction Recording	Captures interactions for evaluation
Gamification	Uses evaluation data for performance metrics

Implementation Checklist

Step	Status
Configure recording encryption keys	☐
Enable Line Recording on SIP trunks	☐
Enable interaction recording	☐
Create evaluation forms	☐
Publish evaluation forms	☐
Create survey forms	☐
Configure Architect survey invite flow	☐
Create quality policies	☐
Configure recording storage and URL TTL	☐
Enable speech transcription	☐
Configure topics and programs	☐

Implementation Guide

Step	Action
Step 1	Configure recording encryption keys
Step 2	Enable Line Recording on SIP trunks
Step 3	Enable interaction recording
Step 4	Create and publish evaluation forms
Step 5	Create and publish survey forms
Step 6	Create Architect survey invite flow
Step 7	Create quality policies
Step 8	Configure Recording Management (concurrency, TTL, storage region)
Step 9	Enable speech transcription
Step 10	Configure analytics topics and programs

Workflow

Customer Interaction
        ↓
Interaction Recording
        ↓
Speech/Text Transcription
        ↓
Quality Policy Evaluates Interaction
        ↓
Evaluation Assigned to Evaluator
        ↓
Evaluator Reviews and Scores Interaction
        ↓
Customer Survey Sent (if policy configured)
        ↓
Analytics & Coaching

Best Practices

Practice	Reason
Standardize evaluation forms	Maintain consistent scoring
Use speech analytics	Detect customer sentiment trends
Regularly review evaluations	Identify coaching opportunities
Combine surveys and evaluations	Gain full customer experience insight
Define clear policies	Automate quality monitoring processes
Separate retention and evaluation policies	Keeps policies focused and manageable
Calibrate evaluators regularly	Ensures consistent scoring standards

Limitations / Constraints

Constraint	Description
NPS per survey	Only one NPS question per survey form
Policy scope	Applies only to interactions after activation
Screen recording	Maximum 365 days retention; ACD interactions only
Topic Miner	Limited to 5 queues per mining job
Evaluation limits	Max 50/day, 175/week, 700/month per agent
Content search	Up to 35 days of transcript data
Screen recording concurrency	Max 2000 simultaneous screen recordings
Playback/download URL TTL	2–60 minutes (default 60)

Interview Cheat Sheet

Question	Answer
What is Genesys Cloud Quality Management?	A system for evaluating interactions and improving service quality using recordings, evaluations, surveys, policies, and analytics.
What tools are included?	Evaluations, surveys, policies, recordings, speech analytics, topic miner, sentiment feedback, programs, topics.
What is a fatal question?	A question that automatically fails an evaluation if answered incorrectly.
What is Topic Miner?	Tool used to discover frequently occurring phrases in interaction transcripts.
What is sentiment feedback?	Allows administrators to manually correct sentiment classification errors.
What are evaluation assignment limits?	50/day, 175/week, 700/month per agent.
What happens to recordings with no matching policy?	Retained indefinitely (or up to org maximum).
What is the version ID for an evaluation form?	The last-modified date/time timestamp.
Where do evaluators access their dashboard?	`Performance → Overview → Quality Evaluator`

Key Takeaways

Topic	Summary
Quality Management	Ensures high service standards through evaluation, recording, and analytics
Evaluation Forms	Structured scoring — fatal questions auto-fail; critical questions heavily impact score
Surveys	Capture customer feedback — one NPS per survey; require Architect invite flow
Speech Analytics	Automated transcript analysis — confidence threshold default 40%; search up to 35 days
Policies	Automate evaluations, surveys, and recording retention — 3 evaluation assignment methods
Evaluation Limits	50/day / 175/week / 700/month per agent
Coaching	Evaluations and analytics drive performance improvement
Recording Management	Screen recording max 2000 concurrent; URL TTL 2–60 min; storage home region or GMF

Recording Management

Recording Management (Genesys Cloud Quality & Performance Management)

Section	Description
Module Context	Part of Quality Management / Workforce Engagement Management (WEM)
Admin Location	`Admin → Quality → Recording Management`
Purpose	Manage recording infrastructure settings, including screen recording limits, recording URL expiration, storage region configuration, and orphaned recording handling

Recording Management controls how call recordings and screen recordings are stored, accessed, and processed in Genesys Cloud. It also provides administrative controls to prevent excessive bandwidth usage and maintain recording lifecycle management. :contentReference[oaicite:1]{index=1}

Study Notes

Topic	Explanation
Interaction Recording	Captures voice/audio recordings for interactions
Screen Recording	Records agent desktop activity during interactions
Recording Storage	Determines regional storage for recordings
URL Expiration	Controls how long recording download/playback links remain valid
Orphaned Recordings	Recordings left on Edge devices when upload or deletion fails
Screen Recording Concurrency	Prevents too many desktop recordings from running simultaneously

Key behavior:

Screen recording concurrency limit = maximum 2000 recordings simultaneously. :contentReference[oaicite:2]{index=2}
Playback/download links expire after 2–60 minutes. :contentReference[oaicite:3]{index=3}
Orphaned recordings appear when recordings remain on the Edge device due to processing failures. :contentReference[oaicite:4]{index=4}

Task	Navigation
View recording settings	`Admin → Quality → Recording Management`
Manage orphaned recordings	`Admin → Quality → Recording Management → Orphaned Recordings`
Configure recording retention	`Admin → Quality → Policies`
View recordings	`Performance → Workspace → Interactions`

Configuration Fields (UI Form Fields)

Recording Management Main Page

UI Field	Description	Real Options
Maximum Simultaneous Screen Recordings Allowed	Limits concurrent screen recordings to prevent excessive bandwidth usage	0–2000 recordings
Number of Currently Active Screen Recordings	Displays number of screen recordings currently running	Read-only counter
Recording Playback URL Time-to-live	Time period playback link remains valid	2–60 minutes (Default 60)
Recording Batch Download URL Time-to-live	Time period batch download link remains valid	2–60 minutes (Default 60)
Storage of Call Recordings	Determines where recordings are stored	Home Region or Global Media Fabric trunk region
Orphaned Recordings	Displays number of recordings stranded on Edge devices	Clickable link
Save	Apply configuration changes	Button

Orphaned Recordings UI Fields

UI Field	Description	Options
Conversation Status Filter	Filter orphan recordings by conversation availability	All / Known Conversation
Play Recording	Play orphan recording	Button
Download Recording	Download recording file	Button
Delete Recording	Delete orphan recording	Button
Attach Recording to Conversation	Reattach recording to conversation	Button
Archive Date	Optional archive date when reattaching	Date selector
Delete Date	Optional deletion date when reattaching	Date selector
Reattach	Confirm recording reattachment	Button

Orphan recordings exist when Genesys cannot determine what to do with a recording based on policy, often when interaction processing fails. :contentReference[oaicite:5]{index=5}

Dependencies

Component	Purpose
Interaction Recording	Required to capture recordings
Screen Recording Policies	Control when desktop recording begins
Quality Policies	Define recording retention
Edge Devices	Temporary recording storage
Encryption Keys	Secure recordings

Platform Integration / Related Components

Component	Relationship
Evaluation Forms	Evaluators review recordings
Quality Policies	Control retention and automation
Speech & Text Analytics	Analyze conversations
Interaction Analytics	Access recordings in interaction details
Survey Forms	Link customer feedback to interactions

Topic	Description
Evaluation Forms	Score agent interactions
Survey Forms	Customer feedback
Quality Policies	Automate evaluation & retention
Encryption Keys	Secure recordings
Speech Analytics	Analyze conversation transcripts

Implementation Checklist

Task	Status
Enable interaction recording	☐
Configure screen recording concurrency	☐
Configure recording storage region	☐
Set URL expiration policies	☐
Configure recording retention policies	☐
Monitor orphaned recordings	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → Quality → Recording Management`
Step 2	Configure maximum simultaneous screen recordings
Step 3	Configure playback/download URL expiration
Step 4	Select recording storage region
Step 5	Configure recording retention policies
Step 6	Monitor orphan recordings

How to Implement

Phase	Description
Recording Configuration	Enable recording and screen recording
Infrastructure Setup	Configure storage region
Performance Control	Set concurrency limits
Lifecycle Management	Configure retention policies

Workflow

Customer Interaction
        ↓
Recording Engine Captures Interaction
        ↓
Recording Stored in Cloud Storage
        ↓
Quality Policy Applies Retention Rules
        ↓
Recording Available for Evaluation / Analytics

Architecture Diagram

Customer Interaction
        ↓
Genesys Recording Engine
        ↓
Temporary Storage (Edge)
        ↓
Upload to Cloud Storage
      ├─ Home Region
      └─ Global Media Fabric
        ↓
Quality Management
      ├─ Evaluations
      ├─ Speech Analytics
      └─ Compliance Monitoring

Real Flow Scenarios

Scenario 1 – Quality Monitoring

Customer Call
      ↓
Recording Enabled
      ↓
Recording Stored
      ↓
Evaluator Reviews Interaction

Scenario 2 – Orphan Recording Recovery

Recording Stored on Edge
      ↓
Upload Failure
      ↓
Recording Marked Orphan
      ↓
Admin Reattaches Recording

Usage Scenarios

Scenario	Description
Compliance recording	Financial or healthcare compliance
Agent coaching	Review recordings for training
Dispute resolution	Investigate customer complaints
Performance analytics	Evaluate service quality

Implementation Examples

Example	Configuration
Large contact center	Screen recording concurrency = 1000
Compliance environment	Store recordings in home region
Security environment	Playback URL TTL = 10 minutes

Design Example

Inbound Support Call
        ↓
Recording Policy Triggered
        ↓
Recording Stored
        ↓
Evaluation Assigned
        ↓
Supervisor Review

Best Practices

Practice	Reason
Monitor orphan recordings	Prevent stranded recordings
Configure concurrency limits	Avoid system overload
Use retention policies	Manage storage growth
Secure recordings with encryption	Protect sensitive data
Align storage region with compliance	Regulatory requirements

Naming Convention

Resource	Example
Recording Policy	Support_Call_Recording
Screen Recording Policy	Agent_Desktop_Recording
Storage Configuration	Global_Recording_Storage

Naming pattern:

<Department>_<Purpose>_Recording

Security Considerations

Control	Description
Encryption Keys	Protect recording data
Role-based access	Limit recording access
URL expiration	Prevent unauthorized playback access
Compliance storage	Regional storage requirements

Limitations / Constraints

Constraint	Description
Max screen recordings	2000 concurrent
Playback URL TTL	Minimum 2 minutes, maximum 60 minutes
Batch download TTL	Minimum 2 minutes, maximum 60 minutes
Screen recording retention	Up to 365 days

Troubleshooting

Issue	Cause	Resolution
Screen recordings not starting	Concurrency limit reached	Increase limit
Recording unavailable	Storage configuration error	Verify region
Playback link expired	TTL expired	Generate new link
Recording missing	Recording policy disabled	Enable policy

Interview Cheat Sheet

Question	Answer
What is Recording Management?	Admin area used to control recording infrastructure
What is the maximum concurrent screen recordings limit?	2000
What does TTL control?	Recording playback/download link expiration
What are orphan recordings?	Recordings stranded on Edge devices

Key Takeaways

Topic	Summary
Recording Management	Controls recording infrastructure
Screen Recording	Desktop activity recording
URL Expiration	Secure recording access
Storage Configuration	Determines where recordings are stored
Orphan Recordings	Recovery mechanism for failed uploads

Screenshots

Sentiment Feedback

Sentiment Feedback (Genesys Cloud Quality & Performance Management)

Section	Description
Module Context	Part of Quality Management → Speech & Text Analytics within Workforce Engagement Management (WEM)
Admin Location	`Admin → Quality → Sentiment Feedback`
Purpose	Allows administrators to correct sentiment classification errors in Speech & Text Analytics by labeling phrases as Positive, Neutral, or Negative, improving automated sentiment detection accuracy

Sentiment Feedback is used to improve the machine learning sentiment model that evaluates transcripts produced by Speech & Text Analytics. When the system misinterprets emotional tone in a conversation, administrators can add a phrase and assign the correct sentiment classification.

These corrections influence future sentiment analysis results and help improve topic detection, interaction insights, and analytics reporting.

Summary Table

Attribute	Details
Feature Area	Speech & Text Analytics
Primary Function	Improve sentiment classification accuracy
Data Source	Interaction transcripts
Supported Channels	Voice (transcribed), Chat, Messaging, Email
Sentiment Labels	Positive / Neutral / Negative
Dialect Context	Sentiment phrases are tied to a language dialect used by speech analytics models
Typical Users	Quality administrators, analytics administrators
Dependency	Speech & Text Analytics must be enabled

Study Notes

Topic	Explanation
Sentiment Analysis	Automatic classification of emotional tone within conversations
Sentiment Feedback	Manual correction of sentiment detection errors
Phrase-Based Overrides	Administrators add phrases that override default sentiment classification
Transcript Dependency	Sentiment feedback only applies to interactions with transcripts
Dialect Awareness	Phrases must match the speech analytics dialect model used during transcription
Analytics Impact	Changes influence future sentiment scoring and analytics dashboards

Key concepts:

Sentiment feedback improves the accuracy of automated sentiment scoring.
Phrases are applied per dialect, ensuring correct language interpretation.
Corrections apply to future transcript processing.
Sentiment feedback helps refine analytics used for CX insights and coaching.

Task	Navigation
Open Sentiment Feedback	`Admin → Quality → Sentiment Feedback`
Add new sentiment phrase	`Admin → Quality → Sentiment Feedback → Add Phrase`
Edit phrase	`Admin → Quality → Sentiment Feedback → Edit`
Delete phrase	`Admin → Quality → Sentiment Feedback → Delete`
Review transcript sentiment	`Performance → Workspace → Interactions`

Configuration Fields (UI Form Fields)

Main Page

UI Field	Description	Options / Behavior
Phrase List	Displays phrases configured for sentiment feedback	Read-only
Sentiment Label	Shows sentiment classification assigned to phrase	Positive / Neutral / Negative
Dialect	Dialect the phrase applies to	Example: English – United States
Created By	User who created phrase entry	Read-only
Created Date	Timestamp of phrase creation	Read-only
Search	Search for phrases in list	Text field
Add Phrase	Opens phrase creation form	Button
Edit	Edit phrase sentiment configuration	Button
Delete	Remove phrase from sentiment list	Button
Refresh	Reload phrase list	Button

Create/Edit Form

UI Field	Description	Options
Phrase	Phrase appearing in transcripts	Text input
Sentiment	Sentiment assigned to phrase	Positive / Neutral / Negative
Dialect	Speech analytics dialect model used for phrase interpretation	Example options: English – United States / English – United Kingdom / Spanish – Spain / Spanish – Mexico / Portuguese – Brazil
Description	Optional note describing reason for classification	Text input
Save	Save configuration	Button
Cancel	Discard changes	Button

Tabs, Toggles, Dropdowns, Action Buttons

UI Element Type	Item
Tabs	Sentiment Feedback page
Text Fields	Phrase, Description
Dropdowns	Sentiment classification, Dialect
Buttons	Add Phrase, Save, Cancel, Edit, Delete, Refresh

Note: No toggles are documented for Sentiment Feedback in the admin UI.

Dependencies

Component	Purpose
Speech & Text Analytics	Generates transcripts used for sentiment analysis
Interaction Recording	Required for voice transcript generation
Topics	Sentiment can be correlated with topics
Programs	Topics grouped for analytics programs
Topic Miner	Detects candidate phrases for sentiment feedback
Language Models	Dialect-specific transcription models

Platform Integration / Related Components

Component	Relationship
Speech & Text Analytics	Provides transcript and sentiment analysis engine
Topics	Sentiment often analyzed alongside topics
Programs	Topic groups used in analytics dashboards
Topic Miner	Identifies phrases administrators may classify
Interaction Analytics	Displays sentiment metrics

Integration Examples

Integration	Description
Analytics API	Retrieve sentiment metrics for dashboards
Notifications API	Subscribe to interaction lifecycle events to trigger external analytics processing
Conversations API	Retrieve transcript data programmatically

Example integration workflow:


Customer Interaction
↓
Speech Analytics Transcript
↓
Sentiment Analysis
↓
Sentiment Feedback Overrides
↓
Analytics API retrieves results
↓
External dashboard updated

Topic	Description
Speech & Text Analytics	Core analytics engine
Topic Miner	Discover phrases in transcripts
Topics	Phrase detection logic
Programs	Topic grouping for analytics
Evaluation Forms	Agent performance scoring

Implementation Checklist

Task	Status
Enable Speech & Text Analytics	☐
Confirm transcript generation	☐
Verify correct dialect configuration	☐
Review sentiment accuracy	☐
Identify misclassified phrases	☐
Add sentiment feedback entries	☐
Validate improved sentiment detection	☐

Implementation Guide

Step	Action
Step 1	Enable Speech & Text Analytics
Step 2	Confirm transcripts are generated
Step 3	Review interactions for sentiment misclassification
Step 4	Navigate to Sentiment Feedback
Step 5	Click Add Phrase
Step 6	Enter phrase and select correct dialect
Step 7	Assign sentiment classification
Step 8	Save configuration

How to Implement

Phase	Description
Analytics Monitoring	Monitor sentiment results in transcripts
Error Identification	Detect incorrect sentiment classification
Phrase Feedback	Add phrase classification using correct dialect
Validation	Monitor analytics improvements

Workflow


Customer Interaction
↓
Interaction Recording
↓
Speech-to-Text Transcription
↓
Speech Analytics Sentiment Engine
↓
Admin Detects Incorrect Sentiment
↓
Sentiment Feedback Phrase Added (Dialect-specific)
↓
Future transcripts classified correctly

Architecture Diagram


Customer Interaction
↓
Recording Engine
↓
Speech-to-Text Processing
↓
Transcript Storage
↓
Speech & Text Analytics
├ Sentiment Analysis
└ Topic Detection
↓
Sentiment Feedback Phrase Overrides
↓
Analytics Dashboard

Real Flow Scenarios

Scenario 1 – Correcting Positive Sentiment


Customer says: "Thank you for resolving my issue"
↓
System labels phrase as Neutral
↓
Admin adds phrase with Positive sentiment
↓
Future interactions labeled Positive

Scenario 2 – Detecting Customer Frustration


Customer says: "This service is terrible"
↓
Transcript generated
↓
Sentiment engine detects negative tone
↓
Analytics dashboard flags interaction

Usage Scenarios

Scenario	Description
Customer satisfaction monitoring	Improve sentiment accuracy
Product issue detection	Identify negative feedback
Agent coaching	Understand customer reactions
CX analytics	Track sentiment trends

Implementation Examples

Example	Configuration
Support center	Add satisfaction phrases
Billing queue	Label complaint phrases
Sales queue	Label positive purchase indicators

Design Example


Inbound Customer Call
↓
Speech Analytics Transcript
↓
Sentiment Classification
↓
Admin Reviews Transcript
↓
Sentiment Feedback Added
↓
Improved Analytics Accuracy

Best Practices

Practice	Reason
Add phrases tied to correct dialect	Prevent incorrect language interpretation
Focus on high-frequency phrases	Improve model quickly
Review sentiment dashboards regularly	Detect classification issues
Combine sentiment with topics	Improve context understanding

Naming Convention

Resource	Example
Phrase Classification	Positive_Service_Resolution
Phrase Classification	Negative_Billing_Issue

Naming pattern:


<Sentiment>_<Context>

Security Considerations

Control	Description
Role-based access	Restrict configuration to administrators
Transcript privacy	Protect sensitive conversation data
Data retention policies	Control transcript storage
Encryption	Protect stored transcripts

Limitations / Constraints

Constraint	Description
Sentiment categories	Positive / Neutral / Negative
Requires transcripts	Speech analytics must be enabled
Context sensitivity	Phrase sentiment may vary by context
Dialect dependence	Phrase must match configured dialect

Troubleshooting

Issue	Cause	Resolution
Sentiment incorrect	Phrase not defined	Add sentiment feedback
Phrase not matching	Dialect mismatch	Select correct dialect
No transcripts available	Speech analytics disabled	Enable transcription
Analytics unchanged	Phrase not used in transcripts	Verify phrase frequency

Interview Cheat Sheet

Question	Answer
What is Sentiment Feedback?	Manual correction of sentiment classification
Where is it configured?	Admin → Quality → Sentiment Feedback
What labels exist?	Positive, Neutral, Negative
What additional parameter is required?	Dialect
What dependency is required?	Speech & Text Analytics

Key Takeaways

Topic	Summary
Sentiment Feedback	Improves automated sentiment detection
Phrase Overrides	Admins classify phrases manually
Dialect Support	Phrases must match speech analytics dialect
Speech Analytics	Provides transcripts used for analysis
Continuous Improvement	Feedback improves analytics accuracy

Screenshots

Speech & Text Analytics

Speech & Text Analytics (Genesys Cloud Quality & Performance Management)

Section	Description
Module Context	Part of Quality Management / Speech & Text Analytics / Workforce Engagement Management (WEM)
Admin Location	`Admin → Quality → Speech & Text Analytics`
Purpose	Enable transcription, conversation analytics, topic detection, sentiment analysis, and content search across voice and digital interactions

Speech & Text Analytics (STA) converts interactions into searchable transcripts and analyzes conversations to detect topics, sentiment, silence, and conversational patterns. These insights allow contact centers to improve customer experience, compliance monitoring, agent coaching, and operational intelligence.

Speech & Text Analytics supports both voice and digital channels including calls, chat, email, and messaging.

Study Notes

Topic	Explanation
Speech Transcription	Converts recorded voice conversations into text
Text Analytics	Analyzes transcripts to extract insights
Topic Detection	Identifies recurring conversation topics
Sentiment Analysis	Determines emotional tone of conversation
Phrase Detection	Detects specific words or phrases
Content Search	Allows searching transcripts for keywords
Confidence Score	Confidence level of transcription accuracy
Low-Latency Transcription	Provides near real-time transcript generation

Key behavior:

Speech transcription must be enabled before analytics features work.
Transcript confidence threshold default = 40%.
Content search supports up to 35 days of transcript data.
Analytics results feed into Topics, Programs, and Topic Miner.

Task	Navigation
Configure speech analytics	`Admin → Quality → Speech & Text Analytics → Settings`
Enable transcription	`Admin → Quality → Speech & Text Analytics → Settings → Voice Transcription`
Manage topics	`Admin → Quality → Topics`
Configure programs	`Admin → Quality → Programs`
Run topic discovery	`Admin → Quality → Topic Miner`
Review transcripts	`Performance → Workspace → Interactions → Conversation Details`

Configuration Fields (UI Form Fields)

Speech & Text Analytics Settings

UI Field	Description	Real Options
Enable Voice Transcription	Enables automatic transcription of voice interactions	Toggle On / Off
Transcript Confidence Threshold	Minimum confidence score for transcript inclusion	Percentage slider (Default 40%)
Enable Low Latency Transcription	Generates transcripts faster for near real-time analytics	Toggle On / Off
Enable Content Search	Allows searching transcript content	Toggle On / Off
Transcript Retention	Determines how long transcripts remain searchable	Up to 35 days
Language Detection	Detects language automatically	Toggle On / Off
Supported Languages	Languages available for transcription	English / Spanish / French / German / Portuguese
Enable Keyword Search	Allows keyword-based transcript queries	Toggle
Save	Apply settings	Button
Cancel	Cancel configuration changes	Button

Transcript View UI Fields (Interaction Details)

UI Field	Description	Options
Transcript Panel	Displays conversation transcript	Read-only
Speaker Identification	Labels speakers in transcript	Agent / Customer
Sentiment Indicator	Displays sentiment level	Positive / Neutral / Negative
Confidence Indicator	Displays transcription confidence	Percentage
Keyword Highlight	Highlights searched phrases	Enabled
Search Transcript	Search within transcript	Text field
Jump to Timestamp	Navigate to transcript timestamp	Button

Dependencies

Component	Purpose
Interaction Recording	Required to capture voice conversations
Speech-to-Text Engine	Converts voice recordings into transcripts
Topics	Defines patterns detected in transcripts
Programs	Packages topics for business analytics
Topic Miner	Discovers phrases automatically

Platform Integration / Related Components

Component	Relationship
Topics	Define phrases and patterns detected in transcripts
Programs	Organize topics for business-level analysis
Topic Miner	Automatically identifies phrases
Sentiment Feedback	Improves sentiment detection
Interaction Analytics	Displays analytics insights

Topic	Description
Topic Miner	Discover phrases in transcripts
Topics	Define analytics phrase patterns
Programs	Group topics into analytics programs
Evaluation Forms	Evaluate agent interactions
Quality Policies	Manage recording lifecycle

Implementation Checklist

Task	Status
Enable speech transcription	☐
Configure transcript confidence threshold	☐
Enable low-latency transcription	☐
Enable transcript search	☐
Configure topics	☐
Configure analytics programs	☐
Validate transcripts appear in interactions	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → Quality → Speech & Text Analytics → Settings`
Step 2	Enable Voice Transcription
Step 3	Configure transcript confidence threshold
Step 4	Enable Low Latency Transcription
Step 5	Enable Content Search
Step 6	Save configuration
Step 7	Verify transcripts appear in interaction details

How to Implement

Phase	Description
Transcription Setup	Enable speech transcription
Analytics Configuration	Configure transcript settings
Topic Creation	Define topics for analytics
Program Mapping	Map topics to queues or flows

Workflow

Screenshots

Survey forms

Survey Forms (Genesys Cloud Quality Management)

Section	Description
Module Context	Part of Quality Management and Voice of the Customer capabilities in Genesys Cloud.
Purpose	Allows organizations to collect customer feedback after interactions using web-based surveys such as CSAT and NPS.
Admin Location	`Admin → Quality → Survey Forms`
Key Requirement	Survey invitations require Survey Invite Flow in Architect and a Quality Policy to trigger survey delivery.

Survey Forms enable organizations to measure customer satisfaction, service quality, and customer sentiment following interactions. They are typically triggered through policies and Architect flows.

Study Notes

Topic	Explanation
Survey Forms	Templates used to collect feedback from customers after interactions.
Survey Invite Flow	Architect flow responsible for sending the survey invitation email or message.
Policies	Determine which interactions trigger surveys.
Question Types	Multiple Choice, Yes/No, Range, Free Text, and Net Promoter Score (NPS).
NPS Limit	Only one NPS question can be used per survey.
Survey Language	Determines language of the survey displayed to the customer.
Header Section	Displays instructions, images, or branding above survey questions.

Survey feedback helps contact centers monitor customer satisfaction and identify areas for service improvement.

Task	Navigation
Create survey form	`Admin → Quality → Survey Forms → Create`
Edit survey form	`Admin → Quality → Survey Forms → Select Form`
Publish survey form	`Admin → Quality → Survey Forms → Publish`
Configure survey invite flow	`Architect → Survey Invite Flow`
Configure survey policies	`Admin → Quality → Policies`

Configuration Fields (UI Form Fields)

Survey Form Creation

Field	Description	Options
Create	Creates new survey form	Button
Survey Language	Language used for the survey	Dropdown
Survey Form Name	Internal survey identifier (not visible to customers)	Text
Header	Instructional text or image displayed to customer	Text / Image
Add Question	Adds a survey question	Button
Save	Saves draft survey form	Button
Publish	Publishes survey form	Button

Question Configuration

Field	Description	Options
Question Type	Defines format of survey question	Multiple Choice / Yes-No / Range / Free Text / NPS
Question Text	Question shown to the customer	Text
Help Text	Optional guidance for question	Text
Required	Makes question mandatory	Toggle
Answer Options	Choices available for customer response	Text
Range Scale	Numeric scale used for rating	1–5 or custom range
NPS Question	Measures customer loyalty	0–10 scale
Delete Question	Removes question	Button
Reorder Questions	Change question order	Drag and drop

Dependencies

Component	Purpose
Architect	Sends survey invitations through survey invite flow
Policies	Determine which interactions trigger surveys
Interaction Recording	Optional integration with quality monitoring
Customer Contact Data	Used to deliver survey invitation

Platform Integration / Related Components

Component	Relationship
Architect Survey Invite Flow	Sends survey invitation email or message
Quality Policies	Automates survey triggers
Evaluation Forms	Complement surveys with internal quality scoring
Speech & Text Analytics	Analyze feedback trends
Customer Journey Analytics	Combine survey feedback with interaction analytics

Topic	Purpose
Evaluation Forms	Internal agent evaluation
Quality Policies	Automate survey delivery
Architect Flows	Configure survey invitation workflow
Speech Analytics	Analyze conversation sentiment
Gamification	Use feedback metrics to motivate agents

Implementation Checklist

Step	Status
Create survey form	☐
Add survey questions	☐
Publish survey form	☐
Create Architect survey invite flow	☐
Configure survey policy	☐
Test survey delivery	☐
Review survey analytics	☐

Implementation Guide

Step	Action
Step 1	Navigate to `Admin → Quality → Survey Forms`
Step 2	Click Create
Step 3	Select survey language
Step 4	Enter survey form name
Step 5	Add header instructions
Step 6	Add survey questions
Step 7	Save survey form
Step 8	Publish survey form
Step 9	Configure Architect survey invite flow
Step 10	Create policy to trigger surveys

How to Implement

Phase	Description
Survey Creation	Create survey form and questions
Workflow Setup	Configure Architect survey invite flow
Policy Configuration	Trigger surveys based on interaction criteria
Testing	Validate survey delivery
Monitoring	Review survey results and customer feedback

Workflow

Customer Interaction
        ↓
Interaction Ends
        ↓
Quality Policy Evaluates Interaction
        ↓
Survey Invite Flow Triggered
        ↓
Customer Receives Survey Link
        ↓
Customer Completes Survey
        ↓
Feedback Stored in Analytics

Architecture Diagrams

Survey Delivery Architecture

Customer Interaction
        ↓
Genesys Cloud Policy Engine
        ↓
Architect Survey Invite Flow
        ↓
Survey Form Delivery
        ↓
Customer Response
        ↓
Feedback Analytics

Real Flow Scenarios

Post Call Survey

Customer Call Ends
      ↓
Policy Matches Interaction
      ↓
Survey Invite Flow Triggered
      ↓
Customer Receives Email Survey
      ↓
Customer Submits Feedback

Customer Experience Monitoring

Customer Chat Session Ends
      ↓
Survey Triggered
      ↓
Customer Rates Interaction
      ↓
Feedback Used for Performance Monitoring

Usage Scenarios

Scenario	Description
Post Interaction Survey	Collect CSAT after call/chat/email
Net Promoter Score	Measure customer loyalty
Service Quality Monitoring	Identify customer dissatisfaction
Product Feedback	Collect insights on services
Customer Experience Tracking	Monitor long-term service trends

Implementation Examples

Survey Type	Example
CSAT Survey	Rate your support experience
NPS Survey	How likely are you to recommend our service
Product Feedback Survey	Rate product knowledge of agent
Customer Experience Survey	Rate overall interaction quality

Example Survey Structure

Question	Type
How satisfied are you with our service?	Range
Was your issue resolved?	Yes / No
What could we improve?	Free Text

Design Example

Customer Interaction
       ↓
Quality Policy Trigger
       ↓
Architect Survey Flow
       ↓
Survey Delivery
       ↓
Customer Response
       ↓
Analytics Dashboard

Best Practices

Practice	Reason
Keep surveys short	Improve completion rate
Limit number of questions	Avoid survey fatigue
Use NPS for loyalty tracking	Standard industry metric
Combine surveys with evaluations	Complete quality monitoring
Test survey flows before production	Ensure delivery reliability

Naming Convention

Resource	Example
Survey Form	Post_Call_CSAT
Survey Policy	Inbound_Call_Survey_Policy
Survey Flow	Customer_Survey_Flow

Naming Pattern:

<InteractionType>_<Purpose>_Survey

Security Considerations

Control	Description
Data Privacy	Protect customer responses
Access Permissions	Restrict survey editing rights
Data Retention	Define retention policies for feedback
Compliance	Ensure survey questions meet regulatory standards

Limitations / Constraints

Constraint	Description
NPS Limit	Only one NPS question allowed per survey
Survey Trigger	Requires Architect survey invite flow
Policy Scope	Applies only to interactions after activation
Survey Delivery	Depends on valid customer contact information

Troubleshooting

Issue	Cause	Resolution
Survey not sent	Policy not configured	Verify policy rules
Survey invite flow not triggered	Architect flow misconfiguration	Validate flow logic
Customer not receiving survey	Missing contact information	Verify customer email or messaging channel
Survey responses missing	Survey not published	Publish survey form

Interview Cheat Sheet

Question	Answer
What is a Survey Form in Genesys Cloud?	A form used to collect customer feedback after interactions.
What is required to send surveys?	Survey form, survey invite flow in Architect, and a quality policy.
What question types are supported?	Multiple choice, Yes/No, Range, Free text, and NPS.
How many NPS questions can a survey have?	Only one per survey.
When are surveys triggered?	After interactions that match a policy.

Key Takeaways

Topic	Summary
Survey Forms	Collect customer feedback after interactions
Architect Integration	Survey invite flows deliver surveys
Policies	Automate survey triggers
NPS	Measures customer loyalty
Customer Feedback	Provides insight into service quality

Screenshots

Create survey form

Select Survey Language - Preview form on would allow you to preview form

Publish to view on survey form

Question Group Name

Field	Description	Implementation Purpose	Example
Question Group Name	A label used to organize related survey questions into a logical section.	Helps structure surveys into categories such as service quality, agent behavior, or product feedback.	Customer Experience

How It Appears in the UI

When creating a survey form:

Survey Form Builder
      ↓
Add Question Group
      ↓
Enter Question Group Name
      ↓
Add Questions Within the Group

Example layout:

Survey Form: Post_Call_CSAT

Question Group: Customer Experience
    - How satisfied are you with the service?
    - Was your issue resolved?

Question Group: Agent Interaction
    - Was the agent professional?
    - Did the agent explain the solution clearly?

Why Question Groups Are Important

Benefit	Explanation
Improves survey readability	Customers understand sections of the survey
Organizes feedback categories	Helps separate customer experience from product feedback
Simplifies analytics	Enables grouping of related feedback metrics

Best Practices

Practice	Reason
Use clear group names	Makes survey easier to interpret
Limit number of groups	Avoid overwhelming customers
Group related questions only	Maintain logical structure

Naming Examples

Group Type	Example
Customer Experience	Customer_Satisfaction
Agent Performance	Agent_Interaction
Product Feedback	Product_Feedback

Key Implementation Tip

Keep group names customer-friendly if visible in the survey, and short but descriptive for reporting purposes.

Topic Miner

Below is the same format style as your sample so you can copy-paste directly into BookStack. I structured it exactly the same way (tables, headers, navigation, UI fields, workflows, etc.) and focused on Topic Miner, which you mentioned specifically.

Topic Miner (Genesys Cloud Quality & Performance Management)

Section	Description
Module Context	Part of Quality Management / Speech & Text Analytics / Workforce Engagement Management (WEM)
Admin Location	`Admin → Quality → Topic Miner`
Purpose	Automatically analyze voice and digital interaction transcripts to discover trending phrases and conversation topics for quality monitoring and analytics

Topic Miner uses speech and text analytics transcripts to detect frequent phrases and emerging topics in customer interactions. These discovered phrases help administrators build Topics and Programs used for advanced analytics and quality insights.

Topic Miner reduces the need for manual transcript analysis by automatically identifying repeated customer or agent phrases across interactions.

Study Notes

Topic	Explanation
Transcript Mining	Topic Miner scans interaction transcripts to detect patterns
Phrase Detection	Automatically identifies frequent words or phrases
Topic Creation	Suggested phrases can be converted into Topics
Queue Selection	Mining can target specific queues
Language Processing	Mining supports language-specific models
Data Source	Uses transcripts generated from Speech & Text Analytics

Key behavior:

Topic Miner can analyze voice and digital interactions.
Mining jobs require Speech & Text Analytics transcription enabled.
Mining jobs can target up to 5 queues simultaneously.
Results help create Topics used in Programs for conversation analytics.

Task	Navigation
Launch Topic Miner	`Admin → Quality → Topic Miner`
Create mining job	`Admin → Quality → Topic Miner → New Miner`
View mined topics	`Admin → Quality → Topics`
Configure analytics programs	`Admin → Quality → Programs`
Enable transcription	`Admin → Quality → Speech & Text Analytics → Settings`

Configuration Fields (UI Form Fields)

Topic Miner Creation Page

UI Field	Description	Real Options
Miner Name	Unique name for mining job	Text field
Language	Language model used for transcript analysis	English / Spanish / French / German / Portuguese
Data Source	Source of transcript data	Genesys Cloud
Date Range Start	Start date for interactions to analyze	Date selector
Date Range End	End date for interactions to analyze	Date selector
Media Type	Interaction type to mine	Voice / Chat / Message / Email
Queues	Select queues to analyze	Up to 5 queues
Include Internal Participant	Include agent speech in mining	Toggle
Include External Participant	Include customer speech in mining	Toggle
Minimum Phrase Frequency	Minimum occurrences required for phrase detection	Numeric field
Start Miner	Start mining job	Button
Cancel	Cancel configuration	Button

Topic Miner Results Page

UI Field	Description	Options
Phrase	Phrase detected in transcripts	Read-only
Occurrences	Number of times phrase appears	Read-only
Confidence Score	Confidence of phrase detection	Read-only
Create Topic	Convert phrase into analytics topic	Button
Ignore Phrase	Remove phrase from suggestions	Button
Filter by Frequency	Filter results by occurrence threshold	Numeric
Search Phrase	Search within discovered phrases	Text field

Dependencies

Component	Purpose
Speech & Text Analytics	Generates transcripts used for mining
Interaction Recording	Required for voice transcript generation
Topics	Created from mined phrases
Programs	Package topics into analytics frameworks
Queues	Define interaction scope for mining

Platform Integration / Related Components

Component	Relationship
Speech Analytics	Provides transcript data
Topics	Created from mined phrases
Programs	Combine topics for business analytics
Sentiment Analysis	Evaluates conversation sentiment
Interaction Analytics	Displays topic trends and phrase insights

Topic	Description
Speech & Text Analytics	Transcript generation and conversation analysis
Topics	Phrase pattern definitions
Programs	Collections of topics mapped to queues
Sentiment Feedback	Improve sentiment detection accuracy
Evaluation Forms	Used for interaction quality scoring

Implementation Checklist

Task	Status
Enable speech transcription	☐
Configure analytics settings	☐
Run Topic Miner job	☐
Review mined phrases	☐
Convert phrases to topics	☐
Create analytics programs	☐
Map topics to queues or flows	☐

Implementation Guide

Step	Action
Step 1	Enable Speech & Text Analytics transcription
Step 2	Navigate to `Admin → Quality → Topic Miner`
Step 3	Click New Miner
Step 4	Configure language and data source
Step 5	Select date range and media type
Step 6	Choose up to 5 queues
Step 7	Start mining job
Step 8	Review discovered phrases
Step 9	Convert phrases into topics

How to Implement

Phase	Description
Analytics Setup	Enable speech transcription
Phrase Discovery	Run Topic Miner job
Topic Definition	Convert phrases into topics
Analytics Deployment	Add topics to programs

Workflow

Customer Interaction
        ↓
Interaction Recording
        ↓
Speech-to-Text Transcription
        ↓
Topic Miner Analysis
        ↓
Phrase Discovery
        ↓
Create Topics
        ↓
Add Topics to Programs
        ↓
Conversation Analytics

Architecture Diagram

Customer Interaction
       ↓
Genesys Cloud Interaction Recording
       ↓
Speech & Text Analytics Engine
       ↓
Transcript Storage
       ↓
Topic Miner
       ↓
Phrase Discovery
       ↓
Topics
       ↓
Programs
       ↓
Analytics Dashboard

Real Flow Scenarios

Scenario 1 – Identifying Common Customer Complaints

Customer Calls Support
        ↓
Transcript Generated
        ↓
Topic Miner Detects Phrase
   "cancel subscription"
        ↓
Admin Creates Topic
        ↓
Topic Added to Billing Program

Scenario 2 – Detecting Product Issues

Customer Chat Interaction
        ↓
Transcript Generated
        ↓
Topic Miner Detects Phrase
   "login error"
        ↓
Topic Created
        ↓
Used in Analytics Dashboard

Usage Scenarios

Scenario	Description
Customer complaint analysis	Identify recurring issues
Product feedback	Detect product problems
Compliance monitoring	Detect compliance phrases
Sales analytics	Identify buying intent phrases

Implementation Examples

Example	Configuration
Support center mining	Voice interactions from support queues
Billing analysis	Chat transcripts from billing queue
Sales insights	Mine phrases indicating purchase intent

Design Example

Customer Support Interaction
         ↓
Speech Analytics Transcript
         ↓
Topic Miner Detects Phrase
         ↓
Topic Created
         ↓
Topic Added to Support Program
         ↓
Analytics Dashboard Shows Trends

Best Practices

Practice	Reason
Mine queues separately	Improves topic accuracy
Run mining jobs periodically	Capture emerging issues
Review phrase suggestions	Avoid irrelevant topics
Use descriptive topic names	Improve analytics clarity
Combine topics into programs	Organize analytics insights

Naming Convention

Resource	Example
Topic Miner Job	Support_Phrase_Mining
Topic	Billing_Dispute
Program	Customer_Experience_Insights

Naming pattern:

<Department>_<Topic>_Mining

Security Considerations

Control	Description
Role-Based Access	Limit analytics configuration access
Transcript Privacy	Protect customer conversation data
Data Retention Policies	Control transcript storage duration
Encryption	Secure transcript storage

Limitations / Constraints

Constraint	Description
Maximum queues per mining job	5
Requires transcription	Speech & Text Analytics must be enabled
Transcript retention	Limited to analytics data retention policies
Language model dependency	Mining accuracy depends on language model

Troubleshooting

Issue	Cause	Resolution
No phrases detected	Transcription disabled	Enable Speech & Text Analytics
Mining job fails	Invalid date range	Verify interaction data exists
No queues available	Queue permissions missing	Assign admin role
Topics not appearing	Topic not created from phrase	Convert phrase to topic

Interview Cheat Sheet

Question	Answer
What is Topic Miner?	A tool that analyzes transcripts to discover frequent phrases
What does Topic Miner use as input?	Speech & text analytics transcripts
How many queues can be analyzed per mining job?	5
What happens after phrases are discovered?	They can be converted into Topics
Where are Topics used?	In Programs for conversation analytics

Key Takeaways

Topic	Summary
Topic Miner	Detects recurring phrases from transcripts
Topics	Represent conversation themes
Programs	Organize topics into analytics groups
Speech Analytics	Provides transcript data
Phrase Mining	Helps discover customer trends

8. - Quality and Performance Management

Development and Feedback

Development and Feedback (Genesys Cloud Performance and Engagement)

Summary Table

Study Notes

Transcript Implementation Notes

Navigation

Configuration Fields (UI Form Fields)

Main Page

Create/Edit Form

Tabs, Toggles, Dropdowns, Action Buttons

Dependencies

Platform Integration / Related Components

Integration Examples

Related Topics / Further Reading

Implementation Checklist

Implementation Guide

How to Implement

Workflow

Architecture Diagram

Real Flow Scenarios

Scenario 1 – Evaluation-Driven Remediation

Scenario 2 – Onboarding by Skill Group

Usage Scenarios

Implementation Examples

Design Example

Best Practices

Naming Convention

Security Considerations

Limitations / Constraints

Troubleshooting

Interview Cheat Sheet

Key Takeaways

Screenshots

Evaluators

Study Notes

Navigation

Evaluator Dashboard — Components

Evaluator Role — Permissions

Configuration Fields (UI — Evaluator Dashboard)

Evaluator Dashboard

Dependencies

Platform Integration / Related Components

Related Topics / Further Reading

Implementation Checklist

Implementation Guide

Workflow

Calibration Workflow

Usage Scenarios

Best Practices

Naming Convention

Security Considerations

Limitations / Constraints

Troubleshooting

Interview Cheat Sheet

Key Takeaways

Evluation form

Study Notes

Navigation

Evaluation Forms List Page

Critical Evaluation Fields

Fatal Question

Fatal Question Behavior

When to Use Fatal Questions

Critical Question

Critical Question Behavior

When to Use Critical Questions

Question Types

Range Question

Yes / No Question

Multiple Choice Question

Form Structure Example

Permissions

Dependencies

Implementation Checklist

Implementation Guide

Workflow

Best Practices for Evaluation Forms

Naming Convention

Limitations / Constraints