Flag a problematic phone call


Genesys Cloud offers a way to note calls with quality issues:

  • Deteriorated audio
  • Unexpected disconnections
  • Incomplete connections
  • Failed transfers
  • Others

To flag a call with degraded quality, click and select Voice Quality Issue.In the Interactions view, Genesys Cloud marks the call as problematic, making diagnostic information available to Genesys Cloud engineers.

Note: To see which calls a user flagged, Genesys Cloud supervisors must add the Flagged column in the Interactions view.

Alternatively, you can flag a problematic call from your call history. 

To flag problematic calls from your call history, click  and select Voice Quality Issue. Voice Quality IssueThis option is available up to 45 minutes after the call ends.