Flag a problematic phone call
Genesys Cloud offers a way to note calls with quality issues:
- Deteriorated audio
- Unexpected disconnects
- Incomplete connections
- Failed transfers
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 someone has flagged, Genesys Cloud supervisors must add the Flagged column in the Interactions view.
Alternatively, you can flag a problematic call in your call history. Locate the call in the list, click More , and select Voice Quality Issue. This option is available up to 45 minutes after the call ends.
To remove the flag, click Voice Quality Issue a second time.
Note: For more information about how to report voice quality issues in voice interactions, see Flag a problematic voice interaction.