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.
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Current documentation set for Genesys Quality Management (GQM) 8.1
GQM 8.151.20 Documentation Suite This .zip file contains ALL documentation for version 8.1.520. Note that ALL the files must be extracted to a local or network folder before use.
Active Recording Ecosystem Solution Guide Provides help for setting up Call Recording.
Planning Guide Provides help for planning your Quality Management solution.
Pre-Implementation Guide Use this document to prepare for GQM deployment.
Implementation Guide Describes how to implement the Genesys Quality Management 8.1.50x solution and OS on one server.
Datasheet Summarizes technical aspects of the GQM operating on Cisco and Genesys platforms.
Suite Administration and Reference Guide Provides information on the administration of the Genesys Quality Management Suite.
Suite User Guide Provides information for all users of the Genesys Quality Management Suite.
Helpful Links
Current documentation set for Genesys Quality Management 8.0
Planning Guide Provides help for planning your Quality Management solution.
Installation Guide Describes how to install the Genesys Quality Management 8.0 solution and operating system on one server.
Datasheet Summarizes the GQM products and their key technical features.
Quality Manager User Guide: Agent Provides agents with information on how to use the Quality Manager 8.1.480 user interface
Quality Manager 8.0 User Guide: Team Leader Describes for team leaders how use the Quality Manager 8.0.480 user interface.
Quality Manager 8.0 User Guide: CC Manager Describes tasks for a Call Center Manager to use and administer Quality Manager.
Quality Manager Administration Guide Provides information on configuring and administering the Call Recording software.
Screen Capture Administration Guide Describes the installation of the GQM 8.0.480 solution and operating system on one server.
Upgrade Guide Describes how to upgrade from an earlier Genesys Quality Management.
Call Recording User Guide Describes how to use the Genesys Call Recording 8.0.480 user interface.
Call Recording Administration Guide Provides information on the administration and configuration of Genesys Call Recording.
Security Guide Describes the main security features in Genesys Quality Management.
Using Oracle with Genesys Quality Management Provides information on additional processes required when using an Oracle database