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.
Manage quality policies, security, evaluation forms, and evaluation consistency.
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.