Genesys Cloud - Main

Hi all,  

We are in the process of redesigning our call quality after a recent Genesys uplift.  We are trying to keep as much of the process inside Genesys without the need for external notifications, spreadsheets, saving calls in folders etc.  

We are hoping to build our QA where it will release the call both to the agent AND their leader.  Our perfect state would be to have a built in criteria where it will automatically escalate where the call is failed or a critical error is identified (or a tick box - include leader).  

Has anyone faced this and have any suggestions?

Thanks in advance

Hi Robert,

We're still exploring some of the automated Quality Evaluation possibilities ourselves, but one approach that might work is combining Quality Evaluations with Process Automation Triggers/Workflows to keep the escalation process fully inside Genesys Cloud.

Resource - https://help.genesys.cloud/articles/overview-of-triggers/

For example:

• evaluation submitted/released

• v2.quality.evaluations trigger fires

• workflow checks values such as totalScore or totalCriticalScore

• if below threshold, workflow could notify the leader, create a follow-up task/workitem, or initiate a coaching process automatically

From the event payload, it looks like the evaluation event already contains useful information such as:

• agent details

• conversationId

• totalScore

• totalCriticalScore

• evaluation status/release timing

I couldn't see an explicit fatal-question flag in the payload itself, so if question-level fatal logic is needed specifically, that may require an additional evaluation detail lookup/API step.

Hope this helps.

Interested to hear how others are approaching QA escalation workflows natively within Genesys as well.

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Phaneendra
Technical Solutions Consultant
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