What's the challenge?

What's the solution?

Use case overview

Story and business context

Use case benefits

Benefit	Explanation
Improved Customer Experience	Improve the efficiency of agents with insights from recordings, survey, and quality assessments to enable systematic improvement of NPS.
Improved Employee Productivity	Take advantage of the Quality evaluation criteria to create targeted evaluations to identify the keys to successful sales and improve agent productivity
Improved First Contact Resolution	Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.
Improved Insights and Visibility	Use recordings of interactions and agent desktop, the quality evaluation process and post-interaction survey results to gain insight into quality, process, and procedural improvements.
Reduced IT Operational Costs	Lower total cost of ownership by eliminating the need to purchase additional hardware, software and the associated maintenance and support services through an integrated approach with GenesysCloud

Summary

Use case definition

Business flow

Overall Quality Evaluation and Compliance Process flow

1. Policies are created to manage the action to be taken on interactions. These actions include delete, retain, archive, export of an interaction recording. Policy actions can also include initiate screen recording, assign for evaluation or calibration, initiate a customer survey,
   1. If the Policy action is to Delete the recording – no other actions can be applied to the interaction.
2. If the policy action is to retain recording then an interaction is recorded and stored
3. If policy includes Screen recording – a separate recording for screen activity is available and plays in sync with the interaction recording.
4. If transcription is enabled then interaction is transcribed into text.
5. If the interaction is assigned for evaluation – Evaluators receive a notice of assigned evaluations/ calibrations
   1. Evaluator completes and releases the evaluation
      1. If assigned for agent evaluation – agent receives a notice when there is completed evaluation available for them to review and optionally comment. Agents can view all of their evaluations through Performance > My Performance > Evaluations.
      2. Supervisors can view performance of their agents through Performance > Agents > Evaluations tab.
      3. If assigned for Calibration – Evaluators receive notice of assigned Calibration. Evaluators complete the calibration
      4. Quality Administrator accesses results to compare scoring variations between evaluators
6. If the policy is assigned to send a survey for an interaction then customer receives survey invitation via email with the survey link. Customer feedbacks from the surveys will be linked to the interaction
7. Quality and Survey results are linked to recorded interaction and viewed on Interaction Detail. Summary result views provide scoring results and can export for reporting needs.
8. Supervisor/ Evaluator schedules Agent Coaching session Refer to Use Case WE03.

Voice and Digital Recording

Quality Management uses policies to manage all ACD recordings. Policies define the criteria that Genesys Cloud CX uses to determine which interaction recordings to retain, archive, delete, export, initiate screen recording, assign for evaluation, and/or calibration, and initiate surveys.

Business Flow Description

1. Customer contacts one of the service lines of the company.
2. For Voice channel, Genesys Cloud CX IVR (Optionally) plays an announcement that the call is going to be recorded.
   1. If Configured for Consent Option – The customer chooses whether to give consent to the recording. For more information about enabling participant recording, see About recording in Genesys Cloud CX and Enable line recording.
      1. If the customer gives consent, Genesys Cloud CX will record the call.
      2. If the customer does not give consent, Genesys Cloud CX does not start recording the call.
3. Voice -The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. For more information, see Genesys Personalized Routing with Callback (CE43) for Genesys Cloud. The Inbound Voice routing strategy is not within the scope of this use case.
   1. For all Digital routing information, visit the Digital use cases. The routing strategy for chat, email, and messaging is not within the scope of this use case.
4. Agent answers the call from any desk within the site.
   1. The agent may (if enabled) pause or resume the recording manually via the standard script ability when the agent needs to enter sensitive data.
5. Customer or Agent disconnects the interaction.
6. Genesys Cloud stops and stores the recording. Recordings are available for use in the Quality Evaluation, Calibration, and Survey Process.
7. A supervisor listens to the recording.
8. Legal and Compliance officer checks Genesys Cloud / retrieves recordings.

Screen Recording

1. Add screen recording to a recording policy as one of your actions for any available interaction channel.
2. In the recording policy, define the length of retention for screen recording.
3. if the policy specifies that ACW (After call work) should be recorded then ACW is recorded.
4. The customer makes contact on one of the available interaction channels.
5. The recording begins. If a matching policy exists, recording begins and is retained.
6. The agent or API can pause or resume recording.
7. The conversation ends and streams are synchronized.
8. The retained recordings are stored.
9. The supervisor can search for or locate the interaction recording and play it, along with the screen recording of the desktop activity.
10. Use screen recording along with interaction recording to assess agent performance, training needs, and contact center process improvement opportunities.

Quality Evaluation

1. Set up users. Genesys Cloud CX administrator sets up user roles and a related set of permissions. Standard users include:
   • Quality Admin
   • Evaluator
2. The Quality admin creates evaluation forms to define key elements of agent behaviors needed to meet contact center business and customer requirements. The form includes:
   • Evaluation form name
   • Question groups
   • Question group weighting (default is even weighting – weights can be adjusted and will always auto balance to equal 100%)
   • Question group properties (NA enabled, default to highest scoring or NA)
   • Questions
     • Question types (template, multiple choices, range, yes/no)
     • Addition of Evaluation assistance conditions
     • Question properties (NA enabled, critical and/or fatal, visibility conditions, comments required)
     • Question Value (numeric whole numbers)
   • Quality admin selects form to publish to make it available for use in assigning evaluations.
3. Supervisor can also manaully create a Evaluation at the interaction level and complete it against the interaction.
4. Supervisor can select No Automation, AI scoring, or Evaluation Assistance. 
5. Evaluation/Calibration Planning. The Quality admin adds evaluation criteria to recording policies for contact center agent groups or individual agents. The Quality admin sets policy actions to assign interactions randomly to evaluators, including criteria such as number of interactions to be scored per month/week/day. Tasks include:
   • Select interaction type and criteria
   • Select forms
   • Select evaluators
   • Select for agent evaluation or for calibration
   • Optionally: An evaluator with assignment permission selects from list of interactions and assign evaluation to self or to other evaluator.
6. The evaluator is notified of assigned evaluations. The evaluator proceeds with the reviews for their assigned agents. Genesys Cloud CX evaluator dashboard provides insight to assigned and completed evaluations.
7. The evaluator releases the evaluation for agent to review. Agent receives notification of completed evaluation available for their review.
8. Agent accesses quality results in the Genesys Cloud CX ->Performance-> My Performance-> Evaluations tab
   1. Agent checks off acknowledgment they reviewed evaluation and can add any comments.
   2. If agent requests further review – Quality administrator or Evaluator can review and rescore the interaction.
      1. Agent receives notification of rescored evaluation available for their review and same steps as above.
9. Quality evaluators and Supervisors can access the completed evaluations in the Genesys Cloud CX -> Performance -> Agents -> Evaluations.

Post Interaction Survey

1. Create the Survey Form.
2. Create a survey Canned Response for Get External Contact.
3. In Architect, create a Survey Invite Flow.
4. Create a survey policy action to deploy the survey.
5. The customer receives survey invitation via email that includes a web link to the survey.
6. Survey results are received and viewable in Genesys Cloud CX:
   • View on the interaction
   • Survey Summary view
   • Survey Details view
   • Add survey data to Queues Performance view

Speech and Text Analytics

1. Voice interaction or digital interaction is recorded in Genesys Cloud CX.
2. Genesys Cloud CX transcribes voice interaction through Genesys Native or Extended Voice Transcription Services
3. The transcription is performed in real time based on Queue settings or Flow action; audio is transcribed in to speaker separated text.
4. Words and phrases in voice and digital transcripts are analyzed for Customer Sentiment; a Customer Sentiment Score and Sentiment Trend are calculated for each interaction.
5. Words and phrases in voice and digital transcripts are matched against phrases; based on strictness for Topic Spotting.
6. Add business-specific words or phrases within new or existing topics to improve voice transcription. https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/
7. Users can search for, and pinpoint interactions, based on transcript words or phrases, detected topics or customers sentiment score or trend.
8. Users can play back and view interaction transcript and view location of found events (sentiment and topics).
9. Users can see aggregate topic and sentiment information across agents, queues and flows through Analytics Views.
10. Users can drill down in to specific interactions from these Analytics Views to do root cause analysis

Programs and Topics

1. Create or Update out-of-the-box topics (Create out-of-the-box topics)
   1. Admin -> Speech and Text Analytics -> Actions
   2. Select dialect (i.e. US English, etc.)
   3. If this is a new deployment, select Add new topics
   4. If this is an existing deployment with existing topics, select Merge topics and phrases
   5. Click Generate
2. Add business-specific words or phrases within new or existing topics to improve voice transcription. https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/
3. Use Topic Miner to use key-phrase extraction to get a list of business specific topics that are already occurring within conversations; create Topics based on what is discovered through Topic Miner ( https://help.mypurecloud.com/articles/about-the-topic-miner/)
4. Set a Default Program, so that is there is no mapping to a Queue or Flow, then there is a fallback (Select a Default Program)
5. Create a new program and map it to the desired Queues and Flows (Create a Program)
6. Assign any relevant out-of-the-box topics and newly created topics to the new program
   1. Admin -> Programs
   2. Select the program created above
   3. Click on the Selected topics tab
   4. Select the checkbox for the required topics
   5. Click Save Draft or click Publish

Content Search

1. Go to Performance -> Content Search
2. Search by voice transcript content
   1. Transcript content – Displays interactions that contain specific word(s) in a transcription, with options to look for exact match, similar or not similar
3. Search by Sentiment
   1. Sentiment Score: Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center.
   2. Sentiment Trend: Filter interactions by the customer’s sentiment trend, which is determined by comparing the sentiment in the first half or more of the interaction to the sentiment in the last few phrases of the interaction.
4. Search by Topics
   1. Search for transcripts that include selected topics: Interactions that have one or more phrases detected for the selected topics will be returned
   2. Search for transcripts that exclude selected topics: Interactions that do not have any detected phrases for the selected topics will be returned
5. Save view selections

Translate and AI Insights (Upcoming feature)

1. Genesys cloud STA and AI Experience bundle are enabled with appropriate license ( GC3, GC2 with WEM Add-On I, GC1 with WEM Add-On II, or EX)
2. The recording is transcribed using existing native Transcription
3. Supervisor or Admin views an existing transcription
4. Supervisor can Select a language to translate
   1. Post translation, Supervisor can view the translated transcription.
5. Supervisor can gather Insights in transcription using the Insights feature.
   1. Supervisor needs appropriate AI token to view the Insights

Business and distribution logic

User interface & reporting

Agent UI

Reporting

Customer-facing considerations

Interdependencies

General assumptions

Customer responsibilities

Related documentation

Document version