Quality Management
| Section |
Description |
| Module Context |
Part of Quality, Performance, and Engagement Management within Genesys Cloud Workforce Engagement Management (WEM). |
| Purpose |
Enables supervisors to record interactions, evaluate agents, analyze conversations, gather customer feedback, and coach agents to improve service quality and compliance. |
| Admin Location |
Admin → Quality |
| Alt Navigation (most sub-sections) |
Menu → Conversation Intelligence → ... (see Navigation table below) |
| Core Capabilities |
Recording encryption, evaluations, surveys, policies, speech & text analytics, topic mining, sentiment analysis, and coaching tools. |
Quality management helps organizations monitor interactions, enforce compliance, evaluate agent performance, and gain insights into customer conversations using analytics and feedback tools.
Study Notes
| Topic |
Explanation |
| Quality Management |
Framework for evaluating and improving agent interactions and service quality. |
| Interaction Recording |
Captures voice and digital interactions for compliance and review. |
| Evaluation Forms |
Scorecards used to evaluate recorded interactions and measure agent performance. |
| Surveys |
Customer feedback collected after interactions (e.g., CSAT or NPS). |
| Policies |
Automation rules for evaluation assignment, recording retention, calibration, and surveys. |
| Topic Miner |
Identifies frequently occurring phrases or topics in conversation transcripts. |
| Speech & Text Analytics |
AI-powered analysis of transcripts to identify trends, topics, and sentiment. |
| Topics & Programs |
Structured definitions used to track business-level intents within interactions. |
| Sentiment Feedback |
Allows administrators to correct incorrectly classified phrases in sentiment analysis. |
| Recording Management |
Controls recording infrastructure: screen recording concurrency, URL expiration, storage region, and orphaned recordings. |
Navigation
| Feature |
Admin Navigation |
Alt Navigation |
| Encryption Keys |
Admin → Quality → Encryption Keys |
— |
| Evaluation Forms |
Admin → Quality → Evaluation Forms |
Menu → Conversation Intelligence → Quality Management → Evaluation Forms |
| Survey Forms |
Admin → Quality → Survey Forms |
— |
| Policies |
Admin → Quality → Policies |
Menu → Conversation Intelligence → Recording and Policies → Policies |
| Evaluators (Dashboard) |
Performance → Overview → Quality Evaluator |
Menu → Conversation Intelligence → Quality Management → Evaluators |
| Recording Management |
Admin → Quality → Recording Management |
Menu → Conversation Intelligence → Recording and Policies → Recording Management |
| Topic Miner |
Admin → Quality → Topic Miner |
— |
| Speech & Text Analytics |
Admin → Quality → Speech & Text Analytics |
— |
| Sentiment Feedback |
Admin → Quality → Sentiment Feedback |
— |
| Topics |
Admin → Quality → Topics |
— |
| Programs |
Admin → Quality → Programs |
— |
Configuration Fields (UI Form Fields)
Encryption Keys
| Field |
Description |
Options |
| Key Configuration Type |
Encryption key management model |
Genesys Cloud Managed Keys / Local Key Manager / AWS KMS Symmetric |
| Periodic Key Change |
Frequency for generating new encryption keys |
Daily / Weekly / Monthly / Yearly / Never |
| Save |
Save encryption configuration |
Button |
| Field |
Description |
Options |
| Create |
Creates a new evaluation form |
Button |
| Form Name |
Name of the evaluation form |
Text |
| Last Modified |
Timestamp of last modification — also serves as version ID |
Read-only |
| Question Group |
Category grouping related questions |
Example: Compliance / Customer Experience |
| Add Question |
Adds new evaluation question |
Button |
| Question Type |
Type of evaluation question |
Multiple Choice / Yes-No / Range |
| Question Name |
Question text shown to evaluator |
Text |
| Help Text |
Tooltip guidance for evaluator |
Text |
| Points |
Score value assigned to answers |
Numeric |
| Require Additional Comments |
Forces evaluator to add a comment |
Toggle |
| Conditional Question |
Displays question based on previous answer |
Toggle |
| Fatal Question |
Incorrect answer fails entire evaluation automatically |
Toggle |
| Critical Question |
High-impact question — affects score but does not auto-fail |
Toggle |
| Save |
Save draft evaluation form |
Button |
| Publish |
Make form available for evaluators and policies |
Button |
| Field |
Description |
Options |
| Create |
Create new survey form |
Button |
| Survey Language |
Language used for survey |
Dropdown |
| Survey Form Name |
Internal survey identifier |
Text |
| Header |
Instructions or images displayed to customer |
Text / Image |
| Add Question |
Add survey question |
Button |
| Question Type |
Survey question format |
Multiple Choice / Yes-No / Range / Free Text / NPS |
| NPS Question |
Net Promoter Score question |
Only one NPS question allowed per survey |
| Save |
Save survey form |
Button |
| Publish |
Publish survey form |
Button |
| Preview Form |
Preview survey before publishing |
Button |
Policies
| Field |
Description |
Options |
| Create New Policy |
Creates new quality policy |
Button |
| Policy Name |
Name of policy |
Text |
| Description |
Policy purpose |
Text |
| Media Type |
Interaction type tabs |
Call / Chat / Email / Message (each configured separately) |
| Conversation Direction |
Interaction direction filter |
Inbound / Outbound |
| Specific Users / Work Teams |
Restrict policy to specific users or teams |
Dropdown |
| Specific Queues |
Apply policy to queues |
Dropdown — max 250 recommended |
| Specific Wrap-Up Codes |
Filter interactions by wrap-up result |
Dropdown |
| Time Sets |
Apply policy during specific time ranges |
Dropdown |
| Date Range |
Policy date criteria |
Calendar |
| Conversation Duration |
Match interactions by duration |
Numeric — includes queue time and ACW |
| Customer Participation |
Match email/message by customer participation |
Participated / Did not participate |
| Recording Retention |
Required field — Define recording retention |
Retain / Do Not Save |
| Export Recordings |
Export recordings to AWS S3 |
Toggle |
| Screen Recording |
Enable screen recording (ACD only) |
Toggle — max 365 days retention |
| Create Evaluations by Evaluators |
Assign fixed evals per evaluator per period |
Toggle |
| Create Evaluations by Agents |
Assign fixed evals per agent per period |
Toggle |
| Create Evaluations by Interaction |
Assign eval for every matching interaction |
Toggle |
| Create Calibration Evaluations |
Generate calibration sessions |
Toggle |
| Send Web Survey |
Automatically send surveys |
Toggle — requires Architect Survey Invite Flow |
Evaluation limits: Max 50/day, 175/week, 700/month per agent.
No-match behavior: Recordings without a matching policy are retained indefinitely (or up to org maximum if configured).
Recording Management
| Field |
Description |
Options |
| Maximum Simultaneous Screen Recordings |
Limits concurrent screen recordings |
0–2000 |
| Recording Playback URL Time-to-live |
How long playback links remain valid |
2–60 minutes (default 60) |
| Recording Batch Download URL Time-to-live |
How long download links remain valid |
2–60 minutes (default 60) |
| Storage of Call Recordings |
Recording storage region |
Home Region / Global Media Fabric trunk region |
| Orphaned Recordings |
Recordings stored on Edge device that failed to upload |
Clickable link to manage |
Topic Miner
| Field |
Description |
Options |
| New Miner |
Create mining job |
Button |
| Language |
Transcript language model |
Dropdown |
| Data Source |
Interaction data source |
Genesys Cloud |
| Date Range |
Time window to analyze |
Calendar |
| Media Type |
Interaction channel |
Voice / Chat / Message / Email |
| Queue Selection |
Select queues to mine |
Up to 5 queues |
Speech & Text Analytics Settings
| Field |
Description |
Options |
| Voice Transcription |
Enables transcription |
Toggle |
| Transcript Confidence Threshold |
Minimum confidence for inclusion |
Default 40% |
| Low-Latency Transcription |
Near real-time transcript generation |
Toggle |
| Content Search |
Enables transcript keyword search |
Last 35 days |
Sentiment Feedback
| Field |
Description |
Options |
| Add Phrase |
Add phrase for sentiment correction |
Button |
| Phrase Text |
Phrase as it appears in transcripts |
Text |
| Sentiment Label |
Correct sentiment classification |
Positive / Neutral / Negative |
| Dialect |
Speech analytics dialect model for phrase |
Dropdown |
Topics
| Field |
Description |
Options |
| Topic Name |
Unique topic identifier |
Text |
| Description |
Topic explanation |
Text |
| Tags |
Classification tags |
Text |
| Strictness |
Matching sensitivity |
Low / Medium / High |
| Participants |
Conversation participants analyzed |
External / Internal / Both |
Programs
| Field |
Description |
Options |
| Program Name |
Program identifier |
Text |
| Dialect |
Language dialect |
Dropdown |
| Add Topics |
Add topics to program |
Button |
| Merge Phrases |
Combine detected phrases |
Toggle |
| Queue Mapping |
Assign program to queues |
Dropdown |
| Flow Mapping |
Assign program to Architect flows |
Dropdown |
QM Roles and Permissions
| Role |
Key Permissions |
| Quality Administrator |
Manage encryption keys, policies, evaluation forms, calibrations, recordings, annotations |
| Quality Evaluator |
Edit evaluations and annotations; view chats, recordings, encryption keys — requires Quality > Evaluation > Edit Score |
Both roles are customizable. Quality Administrator recording access can be restricted to specific queues using conditions.
Dependencies
| Component |
Purpose |
| Interaction Recording |
Required for evaluations |
| SIP Trunk (Line Recording enabled) |
Required for call recording to function |
| Speech & Text Analytics |
Enables transcript-based analysis |
| Architect |
Required for survey invitation flows |
| Workforce Engagement Management |
Integrates coaching and quality monitoring |
| AWS S3 |
Optional long-term or external recording storage |
| Component |
Relationship |
| Architect |
Sends surveys and triggers workflows |
| Analytics Workspace |
Provides reporting dashboards |
| Workforce Engagement Management |
Supports agent coaching and training |
| Interaction Recording |
Captures interactions for evaluation |
| Gamification |
Uses evaluation data for performance metrics |
Implementation Checklist
| Step |
Status |
| Configure recording encryption keys |
☐ |
| Enable Line Recording on SIP trunks |
☐ |
| Enable interaction recording |
☐ |
| Create evaluation forms |
☐ |
| Publish evaluation forms |
☐ |
| Create survey forms |
☐ |
| Configure Architect survey invite flow |
☐ |
| Create quality policies |
☐ |
| Configure recording storage and URL TTL |
☐ |
| Enable speech transcription |
☐ |
| Configure topics and programs |
☐ |
Implementation Guide
| Step |
Action |
| Step 1 |
Configure recording encryption keys |
| Step 2 |
Enable Line Recording on SIP trunks |
| Step 3 |
Enable interaction recording |
| Step 4 |
Create and publish evaluation forms |
| Step 5 |
Create and publish survey forms |
| Step 6 |
Create Architect survey invite flow |
| Step 7 |
Create quality policies |
| Step 8 |
Configure Recording Management (concurrency, TTL, storage region) |
| Step 9 |
Enable speech transcription |
| Step 10 |
Configure analytics topics and programs |
Workflow
Customer Interaction
↓
Interaction Recording
↓
Speech/Text Transcription
↓
Quality Policy Evaluates Interaction
↓
Evaluation Assigned to Evaluator
↓
Evaluator Reviews and Scores Interaction
↓
Customer Survey Sent (if policy configured)
↓
Analytics & Coaching
Best Practices
| Practice |
Reason |
| Standardize evaluation forms |
Maintain consistent scoring |
| Use speech analytics |
Detect customer sentiment trends |
| Regularly review evaluations |
Identify coaching opportunities |
| Combine surveys and evaluations |
Gain full customer experience insight |
| Define clear policies |
Automate quality monitoring processes |
| Separate retention and evaluation policies |
Keeps policies focused and manageable |
| Calibrate evaluators regularly |
Ensures consistent scoring standards |
Limitations / Constraints
| Constraint |
Description |
| NPS per survey |
Only one NPS question per survey form |
| Policy scope |
Applies only to interactions after activation |
| Screen recording |
Maximum 365 days retention; ACD interactions only |
| Topic Miner |
Limited to 5 queues per mining job |
| Evaluation limits |
Max 50/day, 175/week, 700/month per agent |
| Content search |
Up to 35 days of transcript data |
| Screen recording concurrency |
Max 2000 simultaneous screen recordings |
| Playback/download URL TTL |
2–60 minutes (default 60) |
Interview Cheat Sheet
| Question |
Answer |
| What is Genesys Cloud Quality Management? |
A system for evaluating interactions and improving service quality using recordings, evaluations, surveys, policies, and analytics. |
| What tools are included? |
Evaluations, surveys, policies, recordings, speech analytics, topic miner, sentiment feedback, programs, topics. |
| What is a fatal question? |
A question that automatically fails an evaluation if answered incorrectly. |
| What is Topic Miner? |
Tool used to discover frequently occurring phrases in interaction transcripts. |
| What is sentiment feedback? |
Allows administrators to manually correct sentiment classification errors. |
| What are evaluation assignment limits? |
50/day, 175/week, 700/month per agent. |
| What happens to recordings with no matching policy? |
Retained indefinitely (or up to org maximum). |
| What is the version ID for an evaluation form? |
The last-modified date/time timestamp. |
| Where do evaluators access their dashboard? |
Performance → Overview → Quality Evaluator |
Key Takeaways
| Topic |
Summary |
| Quality Management |
Ensures high service standards through evaluation, recording, and analytics |
| Evaluation Forms |
Structured scoring — fatal questions auto-fail; critical questions heavily impact score |
| Surveys |
Capture customer feedback — one NPS per survey; require Architect invite flow |
| Speech Analytics |
Automated transcript analysis — confidence threshold default 40%; search up to 35 days |
| Policies |
Automate evaluations, surveys, and recording retention — 3 evaluation assignment methods |
| Evaluation Limits |
50/day / 175/week / 700/month per agent |
| Coaching |
Evaluations and analytics drive performance improvement |
| Recording Management |
Screen recording max 2000 concurrent; URL TTL 2–60 min; storage home region or GMF |
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