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.

Quality management provisioning and process

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


Quality administration


Quality evaluation

Help quality evaluators review and score customer interactions.


Coaching

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.