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?
Currently, you can download one recording at a time from the Genesys [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]