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We have made changes to Quality Management feature in Genesys Cloud to enhance usability in Quality evaluation process.
Quality management evaluations and surveys now appear in the right panel in the Interactions details view, instead of the tabs in Interaction details. This enhancement enables quality evaluators and supervisors to view an evaluation or survey, and simultaneously view customer journey, recording, transcripts, and conversation details in the main panel, without having to switch tabs.
For more information, check out our Release Notes in the Resource Center.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.