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 Describes tasks for a Call Center Manager to use and administer Quality Manager.
Screen Capture Administration Guide PDF Describes how to install Genesys Call Recording 8.1.500+ and OS on a server and a simple cluster.
Datasheet PDF Summarizes technical aspects of the GQM operating on Cisco and Genesys platforms.
Implementation Guide PDF Describes how to implement the Genesys Quality Management 8.1.50x solution and OS on one server.
Security Guide PDF Describes the main security features in Genesys Quality Management.
Quality Manager User Guide: Supervisor PDF Describes how supervisors use the Genesys Quality Manager 8.1.500+ user interface.
Call Recording User Guide PDF Describes how to use the Genesys Call Recording 8.1.50x user interface.
Using Oracle with Genesys Quality Management PDF Provides information on additional processes required when using an Oracle database.
Upgrade Guide PDF Describes how to upgrade from an earlier version of Genesys GQM or Genesys Call Recording.
Planning Guide PDF Provides help for planning your Quality Management solution.
Quality Manager User Guide: Agent PDF Provides agents with information on how to use the Quality Manager 8.1.500+ user interface.
Quality Manager Administration Guide PDF Provides information on configuring and administering the Call Recording software.
Helpful Links
Current documentation set for Genesys Quality Management 8.0
GQM 8.0.480 Planning Guide PDF Provides help for planning your Quality Management solution.
Genesys Quality Manager 8.0 User Guide: Team Leader PDF Describes for team leaders how use the Genesys Quality Manager 8.0.480 user interface.
Screen Capture Administration Guide PDF Describes the installation of the GQM 8.0.480 solution and operating system on one server.
Quality Manager Administration Guide PDF Provides information on configuring and administering the Call Recording software.
Quality Manager User Guide: Agent PDF Provides agents with information on how to use the Quality Manager 8.1.480 user interface
Upgrade Guide Describes how to upgrade from an earlier Genesys Quality Management.
Installation Guide PDF Describes how to install the Genesys Quality Management 8.0 solution and operating system on one server.
Call Recording User Guide PDF Describes how to use the Genesys Call Recording 8.0.480 user interface.
Security Guide PDF Describes the main security features in Genesys Quality Management.
Call Recording Administration Guide PDF Provides information on the administration and configuration of Genesys Call Recording.
Using Oracle with Genesys Quality Management PDF Provides information on additional processes required when using an Oracle database
Datasheet PDF Summarizes the GQM products and their key technical features.
Genesys Quality Manager 8.0 User Guide: CC Manager Describes tasks for a Call Center Manager to use and administer Quality Manager.