Description

Introduction:

This course focuses on ensuring high-quality customer interactions and monitoring contact center performance using Genesys Cloud. Participants will learn how to evaluate agent performance, assess customer interactions, and leverage analytics to drive continuous improvement. The course covers tools and features for call recording, evaluation, coaching, real-time monitoring, and reporting, helping organizations maintain excellent service standards.

Prerequisites:

• Basic understanding of contact center operations

• Familiarity with Genesys Cloud platform, queues, and routing

• Knowledge of interaction types (voice, chat, email)

• No prior experience with quality management required

Table of Contents:

1. Introduction to Quality Management

1.1 Overview of quality management in contact centers
1.2 Importance of measuring interaction quality
1.3 Genesys Cloud tools for quality assurance

2. Interaction Recording and Evaluation

2.1 Configuring interaction recording settings
2.2 Accessing and reviewing recorded interactions
2.3 Creating evaluation forms and scoring metrics

3. Agent Performance Monitoring

3.1 Tracking agent activity and key performance indicators (KPIs)
3.2 Real-time dashboards for performance monitoring
3.3 Using historical reports to identify trends

4. Coaching and Feedback

4.1 Providing actionable feedback to agents
4.2 Coaching sessions and performance improvement plans
4.3 Linking evaluations to training needs

5. Real-Time Monitoring and Alerts

5.1 Supervising live interactions
5.2 Setting up alerts for SLA breaches and critical events
5.3 Managing queues and agent availability in real time

6. Reporting and Analytics

6.1 Standard reports for quality and performance
6.2 Customizing reports for specific metrics
6.3 Analyzing data to optimize operations

7. Compliance and Security Considerations

7.1 Securing recorded interactions
7.2 Ensuring compliance with regulations (GDPR, HIPAA)
7.3 Access control and audit logging

8. Hands-On Exercises (Optional)

8.1 Reviewing recorded calls and scoring evaluations
8.2 Generating agent performance reports
8.3 Configuring alerts and monitoring dashboards

This course equips participants with the skills to monitor contact center performance and manage quality effectively in Genesys Cloud. Learners will be able to evaluate interactions, provide coaching, and use performance data to improve both agent efficiency and customer satisfaction.