FAQs: Quality management

How can managers see their employee’s quality evaluations?

Anyone with the appropriate permissions can see evaluations, so it depends on… [More]

Topic spotting – What is the best way to organize my topics ?

The best way to organize topics is to tag them. Tags provide… [More]

What happens if a metered evaluation policy matches more interactions than it is set to evaluate?

Genesys Cloud does not assign evaluations for the extra interactions. For example,… [More]

What is quality management ?

Quality management is a set of tools and processes to ensure that… [More]

Which evaluation policy should I use?

The selection of one of the following evaluation policies depends on the… [More]

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About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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