# 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. |

---

# Navigation

| 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 |

---

# Related Topics / Further Reading

| 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 |