1. Genesys Quality Management Suite 8.1.520
2. Genesys Quality Management Suite 8.1.520
3. Deployment Guide
4. Planning

# Genesys Quality Management Suite 8.1.520 : Integration with Contact Centers

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Genesys Quality Management Suite supports direct integration with your Genesys contact center platform. The contact center integration feature offers additional value by attaching customer related metadata to recorded conversations and supports the tight integration of contact center user databases with Genesys Quality Management Suite. As a result, contact center users (quality managers, supervisors, agents) can easily access and work with recorded conversations, search and replay them, provide evaluations, reports and statistics.

Using this integration feature Genesys Quality Management Suite provides access to platform specific call data. Data are saved to the Genesys Quality Management Suite (Call Recording) external data table and can be configured according to your needs. Three sets of external data are available:

- Basic Call-Related Data
- Call-Related User Data
- Agent-Related Configuration Data

For each call, the following external data are indicated:

- Who handled the contact: Agent ID, Agent Name
- The selected skill group to which the call will be routed
- Which Service has been requested by the customer
- Additional call related properties: Call Variables, Wrapupp data, Entered digits
- Other call identification properties: Call ID, ANI, DNIS, Peripheral IDs

Integration Module enables a connection between Genesys Quality Management Suite and your contact center platform.

Choose your contact center platform:

- Genesys
- AVAYA

Why are integrations so powerful

By default Genesys Quality Management Suite protocol drivers can record only the information which PBX interchanges with the endpoints. For contact centers it is essential to have far more data available and attached to the conversations.

Document generated by Confluence on May 06, 2014 17:09