FAQs: Quality Management

What scenarios cause an interaction to have an inbound/outbound direction in reports and views?

The following examples would cause an interaction to have an inbound/outbound direction… [More]

What is the difference between a user recording and a policy-based recording?

Users can manually start recording business calls, Genesys Cloud delivers the recording… [More]

How can managers see their employee’s quality evaluations?

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

Where are downloaded recordings located on my computer?

If you have the correct permissions, you can download recordings one at… [More]

Can I bulk download recordings from Genesys Cloud?

You can export recordings in bulk with the AWS S3 recording bulk… [More]

An agent ended the interaction, but the disconnect reason says end-user. Why?

If the agent ended the interaction from a headset instead of the Genesys… [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]