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