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.

About quality management

Learn how to plan for and implement quality management with Genesys Cloud.

Quality administration

Quality evaluation

Help quality evaluators review and score customer interactions.


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.