Quality policies overview


Policies help you save time by automating repetitive quality management tasks, such as assigning evaluations or starting a calibration. Each policy defines a type of interaction and an action to take. For example, you can create a policy to assign an evaluation automatically for all interactions longer than 5 minutes.

To view current policies, click Admin. Under Quality, click Policies.

To filter policies, select a policy state (Enabled or Disabled) or enter a policy name. Click Apply.

For more information about creating recording policies, see Create a recording policy

Quality policies

Note: For more information about an orphan recordings message, see View orphaned recordings.

Note: Call recording requires that Line Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Line Recording procedure.