Genesys Cloud offers a way to note voice interactions that have quality issues:

  • Deteriorated audio
  • Unexpected disconnects
  • Incomplete connections
  • Failed transfers
  • Other problems

To flag a voice interaction as having degraded quality, click Flag voice quality issue beside the wrap-up code panel.The Flag voice quality button

In the Agents Interactions Detail view, Genesys Cloud marks the interaction as problematic and makes diagnostic information available to Genesys Cloud engineers.

Note: To see which calls an agent flagged, Genesys Cloud supervisors must add the Flagged column in the Agents Interactions Detail view.

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

To flag problematic voice interactions from your call history, 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 flag quality issues with Business user calls, see Flag a problematic phone call.