Genesys Quality Management

What is Genesys Quality Management?

Genesys Quality Management (GQM) is a Recording, Quality and Performance Management Suite for Contact Centers and Unified Communications Environments. The Genesys GQM provides you with a complete set of solutions to improve your contact center quality and performance. The suite offers interaction recording, screen capture, agent evaluation, and live monitoring. The Genesys GQM scales from small contact center deployments up to large distributed enterprise architectures and supports hosted and multi tenant environments.

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Release 8.1=

 Current documentation set for Genesys Quality Management 8.1.

Genesys Quality Management 8.1 Pre-Implementation Guide

Use this document to prepare for Genesys Quality Management deployment.

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  Pre-implementation Guide

Genesys Quality Management 8.1 Call Recording Administration Guide

Use this document to understand the post-implementation administration and configuration of the Genesys Call Recording software.

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  Call Recording Administration Guide

Genesys Quality Management 8.1 Licensing and Activation

Use this document to understand the administration and configuration of the Genesys Call Recording software.

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  Licensing and Activation

Genesys Quality Management 8.1 Backup Guide

Use this document to understand how to integrate a Call Recording server into your overall disaster recovery plan..

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  Backup Guide

Genesys Quality Management 8.1 Call Recording Quick Reference Guide

Use this document to understand the most common tasks needed to set up Call Recording after installation.

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  Call Recording Quick Reference Guide

Genesys Quality Management Documentation 8.1 Genesys Active Recording Ecosystem Guide

Use this document to understand how Genesys Active Recording Ecosystem uses Media Stream Replication to record calls.

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  Genesys Active Recording Ecosystem

Genesys Quality Management 8.1 Quality Manager User Guide: CC Manager

Use this document to understand the tasks necessary for a Call Center Manager (CC Manager) to use and administer Quality Manager.

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  Quality Manager User Guide: CC Manager

Genesys Quality Management 8.1 Screen Capture Administration Guide

Use this document to understand the basic installation of the Genesys Call Recording 8.1.500+ solution and operating system on a single server and on a simple cluster.

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  Screen Capture Administration Guide

Genesys Quality Management 8.1 Datasheet

Use this document to understand the technical aspects of the Genesys Quality Management operating on Cisco and Genesys platforms.

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  Datasheet

Genesys Quality Management 8.1 Implementation Guide

Use this document to understand the basic implementation of the Genesys Quality Management 8.1.50x solution and operating system on one server.

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  Implementation Guide

Genesys Quality Management Documentation

Use this document to understand the tasks necessary for a Call Center Manager (CC Manager) to use and administer Quality Manager.

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  Genesys Quality Management Documentation

Genesys Quality Management 8.1 Quality Manager User Guide: Supervisor

Use this document to understand the basic installation of the Genesys Call Recording 8.1.500+ solution and operating system on a single server and on a simple cluster.

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  Quality Manager User Guide: Supervisor

Genesys Quality Management 8.1 Call Recording User Guide

Use this document to understand the tasks necessary for a Call Center Manager (CC Manager) to use and administer Quality Manager.

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  Call Recording User Guide

Genesys Quality Management 8.1 Using Oracle with Genesys Quality Management

Use this document to understand the basic installation of the Genesys Call Recording 8.1.500+ solution and operating system on a single server and on a simple cluster.

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  Using Oracle with Genesys Quality Management

Genesys Quality Management 8.1 Upgrade Guide

Use this document to understand the tasks necessary for a Call Center Manager (CC Manager) to use and administer Quality Manager.

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  Upgrade Guide

Genesys Quality Management 8.1 Planning Guide

Use this document to understand the basic installation of the Genesys Call Recording 8.1.500+ solution and operating system on a single server and on a simple cluster.

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  Planning Guide

Genesys Quality Management 8.1 Quality Manager User Guide: Agent

Use this document to understand the tasks necessary for a Call Center Manager (CC Manager) to use and administer Quality Manager.

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  Quality Manager User Guide: Agent

Genesys Quality Management 8.1 Quality Manager Administration Guide

Use this document to understand the basic installation of the Genesys Call Recording 8.1.500+ solution and operating system on a single server and on a simple cluster.

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  Quality Manager Administration Guide

|-| Earlier Releases=

We are presently moving our documentation content to a new corporate server.

During this transition, you can find content from earlier releases on the former Knowledge Base:

• Documentation on Knowledge Base