State of Wisconsin Department of Health Services

Release 23-03 November 10, 2023

7.2 Quality Management

7.2.1 Logging in for Quality Management

7.2.2 Explore Tab: Searching for and Listening to Calls (Video instructions available: Searching for Calls, Sorting Results and Listening to Calls, Saving Searches)

7.2.3 Telephonic Signature Recording Missing in ECF

Supervisors can listen to recorded calls by agents to determine if agents have handled the calls properly per policy and agency guidelines. Agent evaluations help find training needs of agents and areas of improvement for the agency.

Supervisors can save recordings locally. Recordings can also be accessed and listened to in Interaction Recording. It may take up to four hours for a call to be available in Interaction Recording. Genesys records 100% of the calls made and are held on the platform for 30 days.

Supervisors can search for recordings using the Explore Tab in the Interaction Recording section (see Section 7.2.2 Explore Tab: Searching for and Listening to Calls). 
 

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Publication Number: P-03208