# Genesys Quality Management Suite 8.1.520 : Adding Evaluation Media Types

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Media Type: Calls, e-mails and other communication events between agents and customers are recorded on media. The media type specifies what kind of media the communication was recorded on.

On the Basic tab:

1. Click Add Media Type to add a new Media Type.
2. The media types created within Genesys Quality Management Suite are:

- Call : Selects media only from interactions containing call recordings, this includes screen captures that also include call recordings.
- Call + Screen : Selects only from interactions that contain both a call recording and a screen capture.
- Screen : Selects only from interactions containing screen captures, this includes call recordings that also include screen captures.
- External media may also be specified, such as Chat or Email. Media must be accessed outside Quality Manager.

3. The Min. Count field is the minimum number of media records that should be sampled for this type. Unless Sub-Criteria are specified, the sum of all Media Type record counts on this tab must equal the Interaction Count value at the top of the Planner screen.

4. The Allow Selection and Allow Replacement buttons enable sampled calls to be selected or replaced by the evaluator during an evaluation. By default these features are enabled (dark background), but clicking either button disables the functionality available during an evaluation.

- To be sure that the evaluators evaluate the call selected for them when investigating a complaint, for example, click allow replacement to disable it and prevent them from discarding the call and requesting a replacement.

- To be sure that the evaluators only evaluate a randomly selected call and not a call that they have manually selected, clicking allow selection to disable it removes the search functionality and the ability actively select the call they want from the database.

6. To save, click Save.

### Accessing Emails and Tying Them to Quality Manager Evaluations.

Quality Manager can only be connected to the calls database in Call Recording, and therefore can only directly and automatically access calls or screen capture videos. To evaluate emails, open them from another server copy and paste a unique ID (or the sender/receiver’s names and date and time) from the email to the comments section in the grading form that relates to this e-mail. In this way, it is possible to open the evaluation and have enough information to find, open and read the email that was evaluated.