Genesys Cloud CX

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  • 1.  Quality Management Permissions

    Posted 16 days ago
    Hello Community,
    I'm looking for advice on how everyone manages their QM access. Currently my organization does not have a dedicated quality assurance for the entire org but some departments have a small team. Our biggest concern with opening access to multiple users is the policies section within QM. The same area where evaluation policies are created is the same area where our recording policies are stored. Since Genesys doesn't provide alters or notifications of policy changes we need to mitigate the access to our recording policies.

    In a training video I watched it appeared the edge device records and stores call data for up to 6 months unless the recording retention policy calls for a purge. If that's the case is anyone using this as justification to open up access to multiple users.
    #QualityManagement

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    Shara Benson
    Senior User Experience Analyst
    Alaska USA Federal Credit Union
    q.benson@alaskausa.org
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  • 2.  RE: Quality Management Permissions

    Posted 10 days ago
    I would not give QM managers access to policies - leave that for the Admins.  You can restrict access to recordings through divisions fairly easily and even through permissions with some conditions.  That will limit the access to recordings and QM features to only the ones the QM managers should have access to.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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