About quality management

Learn about the Genesys Cloud quality management workflow, how to plan and implement it, and how to provision users to leverage quality management.

• Quality management roles and permissions
• Quality management process 

Manage quality policies and security.

• Quality administrator dashboard
• Create and publish an evaluation form
• Edit an evaluation form
• Copy an evaluation form 
• Evaluation form weights
• Create a policy
• View an interaction’s evaluations
• Export recordings and store them in AWS

Help quality evaluators review and score customer interactions.

• Quality evaluator dashboard
• Create a new evaluation
• Evaluate an interaction
• Re-score an evaluation 
• Conduct a calibration
• Monitor and coach in-progress interactions
• Evaluate in-progress interactions
• Annotate a recording
• Assign an evaluation to an assignee
• Allow evaluation disputes
• Manage disputed evaluations

Quality administrators, evaluators, or supervisors can create coaching appointments to help agents improve their performance.

• About coaching

Speech and text analytics provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.

• About speech and text analytics