Genesys Quality Management
What is Genesys Quality Management?
Genesys Quality Management is a Recording, Quality and Performance Management Suite for Contact Centers and Unified Communications Environments. The Genesys Quality Management 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 Quality Management scales from small contact center deployments up to large distributed enterprise architectures and supports hosted and multi-tenant environments.
Helpful Links
Current documentation set for Genesys Quality Management (GQM) 8.1
Pre-Implementation Guide PDF Use this document to prepare for GQM deployment.
Call Recording Administration Guide PDF Provides information on the administration and configuration of Genesys Call Recording.
Licensing and Activation PDF Provides information on licensing and the activation of Genesys Call Recording and Quality Manager.
Backup Guide PDF Provides information on how to integrate a Call Recording server into your disaster recovery plan.
Call Recording Quick Reference Guide PDF Use this document to understand the most common tasks needed to set up Call Recording after installation.
Genesys Active Recording Ecosystem Guide PDF Describes how Genesys Active Recording Ecosystem uses Media Stream Replication to record calls.
Quality Manager User Guide: CC Manager PDF Learn how a Call Center Manager (CC Manager) should use and administer Quality Manager.
Screen Capture Administration Guide PDF Learn how to install the Genesys Call Recording 8.1.500+ solution and OS on one server and on a simple cluster.
Datasheet PDF Learn technical aspects of the GQM operating on Cisco and Genesys platforms.
Implementation Guide PDF Learn how to implement the Genesys Quality Management 8.1.50x solution and OS on one server.
Security Guide PDF Learn about the main security features in Genesys Quality Manager.
Quality Manager User Guide: Supervisor PDF Learn how supervisors use the Genesys Quality Manager 8.1.500+ user interface.
Call Recording User Guide PDF Use this document to understand the Genesys Call Recording 8.1.50x user interface.
Using Oracle with Genesys Quality Management PDF Learn about additional processes required when using an Oracle database.
Upgrade Guide PDF Learn how to upgrade from an earlier version of Genesys GQM or Genesys Call Recording.
Planning Guide PDF Use this document to plan your ZOOM Quality Management solution.
Quality Manager User Guide: Agent PDF Use this document to understand the Quality Manager 8.1.500+ user interface.
Quality Manager Administration Guide PDF Learn about configuration and administration of the Call Recording software.
Helpful Links
Current documentation set for Genesys Quality Management 8.0
GQM 8.0.480 Planning Guide PDF Use this document to plan your Quality Management solution.
Genesys Quality Manager 8.0 User Guide: Team Leader PDF Use this document to plan your Quality Management solution.
Upgrade Guide Text
Security Guide PDF Text
Genesys Quality Management 8.0 Using Oracle with Genesys Quality Management Using Oracle with Genesys Quality Management PDF Text
Datasheet PDF Text
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: