Policies

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

Navigation

Configuration Fields (UI Form Fields)

Policy Creation

Media Types

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

Matching Criteria

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)

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

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

Agent selected: first agent connected to the interaction.

Method 2: Create Evaluations by Agents

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

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

Evaluation Limits (Exam Critical)

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

Survey Trigger

Survey delivery requires a configured Architect Survey Invite Flow.

Dependencies

Platform Integration / Related Components

Related Topics / Further Reading

Implementation Checklist

Implementation Guide

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

Best Practices

Naming Convention

Naming Pattern:

<InteractionType>_<Purpose>_Policy

Security Considerations

Limitations / Constraints

Troubleshooting

Interview Cheat Sheet

Key Takeaways