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: __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