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Interaction Connect Quality Dashboard

Interaction Connect now includes an early look at the new Interaction Quality agent results portal. The My Quality Results view provides secure access to quality management scorecards and interaction recordings specific to the agent currently logged in.

Requirement: To view and use the My Quality Results view, the CIC administrator must assign agents the Interaction Quality Monitoring Agent license. To properly generate and assign this license, the CIC administrator should follow the instructions in License Agents for the My Quality Results View in Interaction Connect.

  • Agents can query and view recently completed quality scorecards associated with both Call and Chat recordings. Agents no longer need Interaction Web Portal for these tasks.

  • Agents can preview scorecards before opening the associated recording.

  • Agents can query for their scorecards that require their review and acknowledgement.

  • The My Quality Results view includes a new web-based playback control for Call and Chat recordings.

    • For Call recordings, the waveform control displays the associated audio data (single or dual-channel). The control also has options for playback speed, volume and sound device. Station audio is an option for playback.

Important: The audio data for Call recordings must be transcoded into an audio codec that is supported by the browser in which Interaction Connect is running. The server handling the the playback request completes the transcoding. This results in an increase in CPU usage and memory consumption during the transcoding process. Genesys recommends that you review the available memory and load on any Interaction Recorder Remote Content Servers and the Interaction Center Server that you leverage for playing back call recordings from within our web clients.

If the My Quality Results view is used in Interaction Connect, certificate authority (CA) signed certificates are used for both CIC Server and Remote Content Service (RCS) servers. For the CIC Server see "Create Signing Requests and Import Third-Party Signed Certificate" in the PureConnect Installation and Configuration Guide. For the Remote Content Service, see "Create an HTTPS certificate signed by a certificate authority for viewing playback recordings" in the Interaction Recorder Remote Content Service Installation and Configuration Guide.