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, 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).

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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.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 interactions.ACD interactions only.
Overlapping Policies	When policies overlap, Genesys Cloud applies the longest retention period unless explicitly overridden.

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.

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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

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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 explanationExplanation of policy purposepurpose. Tip: describe its function (e.g., "evaluate inbound support calls")	Text
Media Type Tabs	Enable/disable policy per interaction type	Toggle per tab

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Media TypeTypes

thepolicyapplies to/

FieldMedia Type	Description	Options
Media TypeCall	InteractionVoice typeinteractions
Chat	CallWeb /chat Chatinteractions
Email	Email /interactions
Message	Digital messaging interactions

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

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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.

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Recording Retention (Required)

Not

Field	Description	Options
Retain Recordings	Retain recordings for evaluationevaluation/calibration/surveys	Toggle — required if evaluations or surveys are used
RetentionDo Duration	Recording retention time	Days / Months
ArchiveSave Recordings	SendInteractions recordingsare tonot retained for long-term storage	Toggle
ExportDelete 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 S3S3)	Export recordings automatically to externalan 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."

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Screen Recording

Field	Description	Options
EnableInitiate Screen Recording	Record agent desktop during interaction	Toggle
Record After Call Work	Include ACW in screen recording	Toggle
Screen Recording Retention	DurationMaximum recordings are storedretention	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.

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Evaluation Automation — Three Methods

Method 1: Create Evaluations by Evaluators

Field	Description	Options
Assign Evaluations by Evaluators	AutomaticallyCreates assigna interactionsset tonumber evaluatorsof evaluations per time period per evaluator	Toggle
NumberEvaluation of EvaluationsForm	Number of evaluationsForm to createuse	NumericDropdown
Evaluators	Users assigned to evaluate interactions	Dropdown
Number of Evaluations	Per evaluator per time interval	Numeric
Time Interval	When evaluations are assigned	Daily / Weekly / Monthly

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Agent Evaluationselected: Assignment

first agent connected to the interaction.

Method 2: Create Evaluations by Agents

Field	Description	Options
Assign Evaluations by Agents	Automatically createCreates evaluations for eachper agent listed in matching criteria	Toggle
Evaluation CountForm	Form to use	Dropdown
Evaluators	Evaluations distributed evenly among these users	Dropdown
Evaluations per Agent per Period	Number of evaluationsQuota 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.

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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).

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Calibration Evaluations

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

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Survey Trigger

Field	Description	Options
Send Web Survey	SendsAutomatically sends a survey invitation to customeremail	Toggle
Survey Form	Survey form usedto 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.

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Dependencies

Component	Purpose
Interaction Recording	Required for evaluationevaluation, 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

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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

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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

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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	☐
EnableSelect evaluation assignment method	☐
Enable survey automation	☐
Test policy behavior	☐

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Implementation Guide

and

Step	Action
Step 1	Navigate to Admin → Quality → Policies
Step 2	Click Create New Policy
Step 3	SelectEnter name and description
Step 4	Click media type tab and enable/disable per type
Step 45	Configure matching criteria
Step 56	Configure recording retention settings
Step 6	Enable evaluation assignment if needed
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 810	Save policy
Step 9	Testtest policy behavior

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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

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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

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Architecture Diagrams

Policy Automation Architecture

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

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Real Flow Scenarios

Automated Evaluation Assignment

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

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Customer Survey Trigger

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

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Usage ScenariosGuide

ScenarioUse Case	DescriptionRecommended Method
ComplianceFixed Monitoringnumber of evals per evaluator per period	RetainCreate recordingsEvaluations forby regulatory complianceEvaluators
AgentFixed Coachingquota of evals per agent per period	AutomaticallyCreate assignEvaluations evaluationsby Agents
CustomerEvaluate Feedbackevery matching interaction (e.g., new hires, compliance)	TriggerCreate surveysEvaluations afterby interactionsInteraction
PerformanceConsistent Monitoringscoring across evaluators	IdentifyCalibration interactions needing review
Training Calibration	Ensure evaluator scoring consistencyEvaluations

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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

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Design Example

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

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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 regularlyafter agent/queue/wrap-up deletions	MaintainPolicies complianceare requirementsnot auto-updated
Combine surveys and evaluations in separate policies	Gain full quality insight without conflicting retention rules

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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

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Security Considerations

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

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Limitations / Constraints

Constraint	Description
Policy Scope	Only affects interactions after activation
Screen Recording Retention	MaximumACD interactions only — max 365 days retention
Survey Delivery	Requires Architect survey invite flow
RecordingEvaluation StorageLimits	LimitedMax by50/day, storage175/week, configuration700/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)

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Troubleshooting

Issue	Cause	Resolution
Evaluations not assigned	Matching criteria incorrect	Verify queue/useruser/team filters
Surveys not triggered	Survey policyinvite flow missing or not selected	EnableConfigure and assign Architect survey triggerinvite flow
Recordings not retained	Retention settingssetting incorrectnot configured	Update retention configuration
Screen recording missing	Feature disablednot 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

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Interview Cheat Sheet

sendsurveys.

Question	Answer
What is a quality policy in Genesys Cloud?	AutomationAn automation rule that manages recordings, evaluations, calibrations, and surveys.
What actionsare canthe policiesthree perform?evaluation assignment methods?	RetainBy recordings,Evaluators, assignBy evaluations,Agents, assignBy calibrations,Interaction
What are the evaluation assignment limits?	50/day, 175/week, 700/month per agent
What media types are supported?	Call, chat,Chat, email,Email, and message.Message
Do policies apply to existing interactions?	No,No — only to interactions occurring after the policy is enabled.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

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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 AssignmentLimits	Automatically50/day, assign175/week, interactions700/month forper reviewagent
Overlapping Policies	Longest retention wins by default
No-Match Behavior	Recordings without a matching policy are retained indefinitely
Survey Automation	CollectRequires customerArchitect feedbackSurvey automaticallyInvite Flow
Recording Retention	EnsuresRequired compliancefield andfor qualityall monitoringpolicies — retention rules cannot be skipped

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Screenshots

Assign evaluators

Calibratiopn evaluations

This uses the survey form used previosly Survey