I am seriously starting to regret our migration from PureConnect to Genesys Cloud. In PureConnect, the Interaction Recorder simply recorded every single call on the system, including internal agent-to-agent calls and calls to our back office extensions. I am trying to set up Quality Management policies in Genesys Cloud, and it seems impossible to evaluate internal calls! Our QA team needs to score how our tier one agents transfer calls to our tier two agents, but the policy engine only seems to recognize external inbound queue calls. How do I force the quality management module to let me evaluate an internal station-to-station transfer?
Oh, I totally understand the frustration, but it is actually really easy once you know the trick! We use the Microsoft Teams integration for our back office, so we evaluate internal transfers all the time! By default, the Quality Management policies are filtered to only look at external queue interactions. To fix this, you just need to create a new Recording Policy and change the ‘Direction’ filter from ‘Inbound’ to ‘Internal’! Then, in your Quality Evaluation Policy, make sure you do not restrict the policy to a specific ACD queue! If you leave the queue filter blank, it will allow the QA team to pull up the internal calls!
To append to the previous response, you must verify the user recording configuration. In Genesys Cloud, internal interactions are explicitly excluded from standard trunk recording. You must enable ‘Record all interactions for this user’ on the specific agent profiles within the Admin UI.
Furthermore, if you are attempting to automate the evaluation assignment for internal transfers using the API, ensure your query specifies direction: internal on the conversation segment, otherwise the payload will exclude the internal legs of the transfer.