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.
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.
Genesys Quality Management 8.1 Licensing and Activation
Use this document to understand the administration and configuration of the Genesys Call Recording software.
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..
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.
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.
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.
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.
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.
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.
Genesys Quality Management 8.1 Security Guide
Use this document to e setup of the main security features in Genesys Quality Manager.
Genesys Quality Management 8.1 Quality Manager User Guide: Supervisor
Use this document to understand the Genesys Quality Manager 8.1.500+ user interface.
Genesys Quality Management 8.1 Call Recording User Guide
Use this document to understand the Genesys Call Recording 8.1.50x user interface.
Genesys Quality Management 8.1 Using Oracle with Genesys Quality Management
Use this document to understand the additional processes that are required when using an Oracle database.
Genesys Quality Management 8.1 Upgrade Guide
Use this document to upgrade from an earlier Genesys GQM or Genesys Call Recording product version.
Genesys Quality Management 8.1 Planning Guide
Use this document to plan your ZOOM Quality Management solution.
Genesys Quality Management 8.1 Quality Manager User Guide: Agent
Use this document to understand the Quality Manager 8.1.500+ user interface.
Genesys Quality Management 8.1 Quality Manager Administration Guide
Use this document to understand the configuration and administration of the Call Recording software.
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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: