FAQs: Quality Management
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]
Can I bulk download recordings from Genesys Cloud?
You can export recordings in bulk with the AWS S3 recording bulk… [More]
How can managers see their employee’s quality evaluations?
Anyone with the appropriate permissions can see evaluations, so it depends on… [More]
How do I give an agent access to just their own chats?
Genesys Cloud allows granting limited access to an agent to view just… [More]
How do I grant a supervisor access to the recordings of just their agents?
Genesys Cloud allows limited access to the recordings for a specific queue…. [More]
How do I grant agents access to their own recordings?
Genesys Cloud allows granting limited access to an agent to view just… [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]
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]
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]
Where are downloaded recordings located on my computer?
If you have the correct permissions, you can download recordings one at… [More]