Policies

Policies (Genesys Cloud Quality & Performance Management)

Section	Description
Module Context	Part of Quality Management within Genesys Cloud Workforce Engagement Management (WEM).
Purpose	Policies automate recording retention, evaluation assignment, survey delivery, and screen recording based on interaction criteria.
Admin Location	`Admin → Quality → 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.

Study Notes

Topic	Explanation
Quality Policies	Automation rules used to manage recordings, evaluations, 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.
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 interactions.

Important behavior from the transcript:

Policies only apply to interactions occurring after the policy is enabled.

Policies can apply to calls, chats, emails, and messaging interactions.

Task	Navigation
View policies	`Admin → Quality → Policies`
Create policy	`Admin → Quality → Policies → Create New Policy`
Edit policy	`Admin → Quality → Policies → Select Policy`
Delete policy	`Admin → Quality → Policies → Delete`

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	Optional explanation of policy purpose	Text

Media Type

Field	Description	Options
Media Type	Interaction type the policy applies to	Call / Chat / Email / Message

Matching Criteria

Field	Description	Options
Conversation Direction	Interaction direction	Inbound / Outbound
Users	Apply policy to specific agents	Dropdown
Work Teams	Apply policy to teams	Dropdown
Queues	Apply policy to specific queues	Dropdown
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

Recording Retention

Field	Description	Options
Retain Recordings	Retain recordings for evaluation	Toggle
Retention Duration	Recording retention time	Days / Months
Archive Recordings	Send recordings to long-term storage	Toggle
Export to AWS S3	Export recordings to external S3 bucket	Toggle

Screen Recording

Field	Description	Options
Enable Screen Recording	Record agent desktop	Toggle
Screen Recording Retention	Duration recordings are stored	Up to 365 days

Evaluation Automation

Field	Description	Options
Assign Evaluations by Evaluators	Automatically assign interactions to evaluators	Toggle
Number of Evaluations	Number of evaluations to create	Numeric
Evaluators	Users assigned to evaluate interactions	Dropdown

Agent Evaluation Assignment

Field	Description	Options
Assign Evaluations by Agents	Automatically create evaluations for each agent	Toggle
Evaluation Count per Agent	Number of evaluations per agent	Numeric

Calibration Evaluations

Field	Description	Options
Assign Calibration Evaluations	Create calibration sessions for evaluators	Toggle
Calibration Evaluators	Users participating in calibration	Dropdown

Survey Trigger

Field	Description	Options
Send Web Survey	Sends survey invitation to customer	Toggle
Survey Form	Survey form used	Dropdown

Dependencies

Component	Purpose
Interaction Recording	Required for evaluation 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

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	☐
Create evaluation forms	☐
Create survey forms	☐
Create quality policy	☐
Configure matching criteria	☐
Configure retention rules	☐
Enable evaluation assignment	☐
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	Select media type
Step 4	Configure matching criteria
Step 5	Configure retention settings
Step 6	Enable evaluation assignment if needed
Step 7	Enable survey automation if required
Step 8	Save policy
Step 9	Test policy behavior

How to Implement

Phase	Description
Policy Design	Define which interactions require monitoring
Automation Setup	Configure evaluation and survey automation
Retention Configuration	Define recording storage rules
Monitoring	Review evaluations and feedback

Workflow

Customer Interaction
        ↓
Interaction Recording
        ↓
Quality Policy Evaluates Interaction
        ↓
Policy Criteria Match
        ↓
Action Triggered
      ├─ Retain Recording
      ├─ Assign Evaluation
      ├─ Assign Calibration
      └─ Send Survey

Architecture Diagrams

Policy Automation Architecture

Customer Interaction
       ↓
Recording System
       ↓
Quality Policy Engine
       ↓
Automated Actions
   ├─ Evaluation Assignment
   ├─ Survey Delivery
   └─ Recording Retention

Real Flow Scenarios

Automated Evaluation Assignment

Customer Call Ends
      ↓
Policy Matches Queue Criteria
      ↓
Evaluation Automatically Assigned
      ↓
Evaluator Reviews Interaction

Customer Survey Trigger

Customer Chat Interaction Ends
      ↓
Policy Detects Interaction
      ↓
Survey Invite Flow Triggered
      ↓
Customer Receives Survey

Usage Scenarios

Scenario	Description
Compliance Monitoring	Retain recordings for regulatory compliance
Agent Coaching	Automatically assign evaluations
Customer Feedback	Trigger surveys after interactions
Performance Monitoring	Identify interactions needing review
Training Calibration	Ensure evaluator scoring consistency

Implementation Examples

Policy Type	Example
Evaluation Policy	Evaluate 10% of inbound support calls
Compliance Policy	Retain recordings for 12 months
Survey Policy	Send CSAT survey after resolved interactions
Calibration Policy	Assign same call to multiple evaluators

Design Example

Inbound Support Call
        ↓
Quality Policy Match
        ↓
Actions Triggered
   ├─ Recording Retained
   ├─ Evaluation Assigned
   └─ Survey Sent

Best Practices

Practice	Reason
Use clear policy names	Improves administrative clarity
Apply policies to specific queues	Avoid unnecessary evaluations
Use evaluation quotas	Prevent evaluator overload
Review policies regularly	Maintain compliance requirements
Combine surveys and evaluations	Gain full quality insight

Naming Convention

Resource	Example
Policy	Inbound_Call_Evaluation_Policy
Compliance Policy	Call_Recording_Compliance
Survey Policy	Post_Call_CSAT_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 compliance
Data Privacy	Protect customer interaction data

Limitations / Constraints

Constraint	Description
Policy Scope	Only affects interactions after activation
Screen Recording Retention	Maximum 365 days
Survey Delivery	Requires Architect survey invite flow
Recording Storage	Limited by storage configuration

Troubleshooting

Issue	Cause	Resolution
Evaluations not assigned	Matching criteria incorrect	Verify queue/user filters
Surveys not triggered	Survey policy missing	Enable survey trigger
Recordings not retained	Retention settings incorrect	Update retention configuration
Screen recording missing	Feature disabled	Enable screen recording

Interview Cheat Sheet

Question	Answer
What is a quality policy in Genesys Cloud?	Automation rule that manages recordings, evaluations, and surveys.
What actions can policies perform?	Retain recordings, assign evaluations, assign calibrations, send surveys.
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.

Key Takeaways

Topic	Summary
Policies	Automate quality monitoring tasks
Matching Criteria	Determines which interactions trigger policies
Evaluation Assignment	Automatically assign interactions for review
Survey Automation	Collect customer feedback automatically
Recording Retention	Ensures compliance and quality monitoring