About quality management
Quality management allows managers to record and evaluate agents and interactions to improve the contact center experience. Managers can also coach agents to improve agent performance.
Learn about the Genesys Cloud quality management workflow, how to plan and implement it, and how to provision users to leverage quality management.
Manage quality policies and security.
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.
Speech and text analytics
Speech and text analytics provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.