Hello Team,

We are working on setting up Genesys Cloud contact center setup including Quality Management. Customer has asked for the Automated QM. We understand that using STA, Genesys Cloud has the assisted QM feature. Please guide me to any documentation, process doc to enable Automated QM in Genesys.

Thank You,

Hello Rakesh,

You will want to start with this documentation. Under the Quality administrator tab, you can find more info on hot to create, update, and manage policies that automatically create and assign evaluations based on interaction and agent attributes.

You may also want to review our article overviews on quality management and speech and text analytics as well.