# 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 |

---

## Evaluation Forms

| 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 |

---

## Survey Forms

| 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 |

---

# Platform Integration / Related Components

| 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 |