Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

This may not apply to you but have you ruled out that Genesys is not utilizing another mic connected to the system? We discovered after caller complaints of excessive background noise there instances where Genesys connected to the webcam mic instead of our excellent headsets. We subsequently removed all mic'd webcams from our contact centre as a precaution. 

webcams, laptops etc can all have additional mics that usually are not focused with NR so capture all background noise so it's worth removing them or disabling them. 

Good luck

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

Just to add to some of these suggestions.  It's also worthwhile making sure your agents are setting up an Audio Profile in their Preferences (Under Sound).  Depending on what the default audio windows has set, they can make sure that calls in Genesys are routing through their desired headset and not another source.  I've also experienced this issue and sure enough, webcams with built in mics have been the microphone source.

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

I've found that setting up Genesys audio profiles tends to create a lot of confusion with people who don't use the same PC every day.  How do you get around that?

We've gotten a few noise complaints recently - is it possible the noise suppression feature has been updated/tweaked and is causing additional problems recently?

Just to add to some of these suggestions.  It's also worthwhile making sure your agents are setting up an Audio Profile in their Preferences (Under Sound).  Depending on what the default audio windows has set, they can make sure that calls in Genesys are routing through their desired headset and not another source.  I've also experienced this issue and sure enough, webcams with built in mics have been the microphone source.

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.

Just to add to some of these suggestions.  It's also worthwhile making sure your agents are setting up an Audio Profile in their Preferences (Under Sound).  Depending on what the default audio windows has set, they can make sure that calls in Genesys are routing through their desired headset and not another source.  I've also experienced this issue and sure enough, webcams with built in mics have been the microphone source.

Hello,

Since we transitioned to Genesys, the recordings have been of poor quality due to background noise (sales activities, coaching, etc.) that clients can hear. This issue did not occur with Avaya. Is there a specific setting to reduce this background noise, or is there a recommended headset model by Genesys? This has become a critical issue. End customers are expressing their dissatisfaction in real time with comments such as: "The noise is unbearable, it's like you're working in a market, I can hear the TV," etc.
We are severely impacted.