Quality Management
Genesys Cloud 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 |
| 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, and surveys. |
| Topic Miner |
Identifies frequently occurring phrases or topics in conversation transcripts. |
| Speech & Text Analytics |
AI-powered analysis of transcripts to identify trends and sentiment. |
| Topics & Programs |
Structured definitions used to track business-level intents within interactions. |
| Sentiment Feedback |
Allows administrators to correct incorrectly classified phrases. |
| Recording Management |
Controls recording storage, screen recording bandwidth, and regions. |
Navigation
| Task |
Navigation |
| Encryption Keys |
Admin → Quality → Encryption Keys |
| Evaluation Forms |
Admin → Quality → Evaluation Forms |
| Survey Forms |
Admin → Quality → Survey Forms |
| Policies |
Admin → Quality → Policies |
| Evaluators |
Admin → Quality → Evaluators |
| Recording Management |
Admin → Quality → Recording Management |
| Topic Miner |
Admin → Quality → Topic Miner |
| Speech & Text Analytics |
Admin → Conversation Intelligence → 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 |
| Tab |
Default tab for encryption configuration |
Recordings |
| 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 |
Saves encryption configuration |
Button |
| Field |
Description |
Options |
| Create |
Creates a new evaluation form |
Button |
| Form Name |
Name of the evaluation form |
Text |
| Question Group |
Category grouping related questions |
Product Knowledge / Compliance |
| Scoring Tab |
Enables scaled scoring |
Toggle |
| 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 comment |
Toggle |
| Conditional Question |
Displays question based on previous answer |
Toggle |
| Fatal Question |
Incorrect answer fails entire evaluation |
Toggle |
| Save |
Save draft evaluation form |
Button |
| Publish |
Publish evaluation form for evaluators |
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 per survey |
| Save |
Save survey form |
Button |
| Publish |
Publish survey form |
Button |
Policies
| Field |
Description |
Options |
| Create New Policy |
Creates new quality policy |
Button |
| Policy Name |
Name of policy |
Text |
| Media Type |
Interaction type |
Call / Chat / Email / Message |
| Conversation Direction |
Interaction direction filter |
Inbound / Outbound |
| Users / Work Teams |
Restrict policy to specific users |
Dropdown |
| Queues |
Apply policy to queues |
Dropdown |
| 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 |
| Recording Retention |
Define recording retention period |
Duration |
| Export Recordings |
Export recordings to AWS S3 |
Toggle |
| Screen Recording |
Enable screen recording |
Toggle |
| Screen Recording Duration |
Maximum retention |
Up to 365 days |
| Assign Evaluations by Evaluators |
Automatically assign evaluations |
Toggle |
| Assign Evaluations by Agents |
Create evaluation quota per agent |
Toggle |
| Assign Calibration Evaluations |
Generate calibration sessions |
Toggle |
| Send Web Survey |
Automatically send surveys |
Toggle |
Recording Management
| Field |
Description |
Options |
| Screen Recording Bandwidth |
Limits simultaneous screen recordings |
Numeric |
| Storage Settings |
Defines media storage architecture |
Home Region / Global Media Fabric |
Topic Miner
| Field |
Description |
Options |
| New Miner |
Create mining job |
Button |
| Language |
Transcript language |
Dropdown |
| Data Source |
Interaction data source |
Genesys Cloud |
| Date Range |
Time window to analyze |
Calendar |
| Media Type |
Interaction channel |
Call / Message |
| Queue Selection |
Select queues to mine |
Up to five |
Speech & Text Analytics Settings
| Field |
Description |
Options |
| Voice Transcription |
Enables transcription |
Toggle |
| Transcript Confidence Filter |
Minimum confidence level |
Default 40 |
| Low-Latency Transcription |
Enables near real-time transcription |
Toggle |
| Content Search |
Enables transcript search |
Last 35 days |
Sentiment Feedback
| Field |
Description |
Options |
| Add Phrase |
Add phrase to sentiment dictionary |
Button |
| Phrase Text |
Phrase to classify |
Text |
| Sentiment Label |
Sentiment classification |
Positive / Negative / Neutral |
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 flows |
Dropdown |
Dependencies
| Component |
Purpose |
| Interaction Recording |
Required for evaluations |
| Speech & Text Analytics |
Enables transcript-based analysis |
| Architect |
Required for survey invitation flows |
| Workforce Engagement Management |
Integrates coaching and quality monitoring |
| AWS Storage |
Optional long-term 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 |
| Topic |
Purpose |
| Speech & Text Analytics |
Analyze interaction transcripts |
| Gamification |
Encourage agent engagement |
| Performance Management |
Track agent productivity |
| Queue Analytics |
Monitor operational performance |
| Workforce Management |
Schedule and forecast agent activity |
Implementation Checklist
| Step |
Status |
| Configure recording encryption keys |
☐ |
| Enable interaction recording |
☐ |
| Create evaluation forms |
☐ |
| Publish evaluation forms |
☐ |
| Create survey forms |
☐ |
| Configure survey invite flow |
☐ |
| Create quality policies |
☐ |
| Configure recording storage |
☐ |
| Enable speech transcription |
☐ |
| Configure topics and programs |
☐ |
Implementation Guide
| Step |
Action |
| Step 1 |
Configure recording encryption keys |
| Step 2 |
Enable interaction recording |
| Step 3 |
Create evaluation forms |
| Step 4 |
Publish evaluation forms |
| Step 5 |
Create survey forms |
| Step 6 |
Configure quality policies |
| Step 7 |
Enable speech transcription |
| Step 8 |
Configure analytics topics and programs |
How to Implement
| Phase |
Description |
| Infrastructure Setup |
Configure encryption and recording settings |
| Evaluation Setup |
Create evaluation forms and scoring rules |
| Automation Setup |
Create policies for evaluations and surveys |
| Analytics Setup |
Enable speech analytics and topic mining |
| Continuous Improvement |
Use evaluation data for coaching |
Workflow
Customer Interaction
↓
Interaction Recording
↓
Speech/Text Transcription
↓
Evaluation Assignment
↓
Agent Evaluation
↓
Customer Survey (optional)
↓
Analytics & Coaching
Architecture Diagrams
Quality Monitoring Architecture
Customer Interaction
↓
Recording System
↓
Quality Evaluation
↓
Speech Analytics
↓
Supervisor Dashboard
↓
Agent Coaching
Real Flow Scenarios
Agent Evaluation Workflow
Customer Call Recorded
↓
Interaction Selected
↓
Evaluation Form Applied
↓
Evaluator Scores Interaction
↓
Supervisor Coaching
Usage Scenarios
| Scenario |
Description |
| Compliance Monitoring |
Ensure agents follow regulatory scripts |
| Customer Satisfaction Monitoring |
Identify negative customer sentiment |
| Agent Coaching |
Improve agent performance using evaluations |
| Quality Auditing |
Verify service quality standards |
| Customer Feedback |
Collect feedback through surveys |
Implementation Examples
| Resource |
Example |
| Evaluation Form |
Customer_Service_Evaluation |
| Survey |
Post_Call_CSAT |
| Policy |
Inbound_Call_Evaluation_Policy |
| Topic |
Billing_Dispute |
Design Example
Customer Interaction
↓
Recording
↓
Evaluation
↓
Speech Analytics
↓
Performance Dashboard
↓
Supervisor Coaching Plan
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 |
Naming Convention
| Resource |
Example |
| Evaluation Form |
Support_Evaluation_Form |
| Survey |
Post_Interaction_CSAT |
| Policy |
Inbound_Call_QA_Policy |
| Topic |
Cancellation_Request |
Naming Pattern:
<Department>_<Purpose>_<ResourceType>
Security Considerations
| Control |
Description |
| Recording Encryption |
Protect interaction recordings |
| Access Permissions |
Restrict evaluation access |
| Recording Retention |
Define retention period |
| Data Privacy |
Ensure sensitive data protection |
Limitations / Constraints
| Constraint |
Description |
| NPS Limit |
Only one NPS question per survey |
| Policy Scope |
Applies only to interactions after activation |
| Screen Recording Duration |
Maximum 365 days |
| Topic Miner Limits |
Limited to selected queues and date ranges |
Troubleshooting
| Issue |
Cause |
Resolution |
| Evaluation not generated |
Policy misconfiguration |
Verify policy criteria |
| Surveys not sent |
Missing survey flow |
Configure Architect survey flow |
| Transcripts missing |
Transcription disabled |
Enable voice transcription |
| Evaluation form unavailable |
Form not published |
Publish form |
Interview Cheat Sheet
| Question |
Answer |
| What is Genesys Cloud Quality Management? |
A system for evaluating interactions and improving service quality. |
| What tools are used? |
Evaluations, surveys, policies, recordings, and analytics. |
| What is a fatal question? |
A question that automatically fails an evaluation if answered incorrectly. |
| What is Topic Miner? |
Tool used to discover phrases in transcripts. |
| What is sentiment feedback? |
Allows manual correction of sentiment classification. |
Key Takeaways
| Topic |
Summary |
| Quality Management |
Ensures high service standards |
| Evaluation Forms |
Structured scoring for interactions |
| Surveys |
Capture customer feedback |
| Speech Analytics |
Automated conversation insights |
| Policies |
Automate evaluations and surveys |
| Coaching |
Helps improve agent performance |
Screenshots
Encryption Keys
