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Last updated January 8, 2024

 When to use: 

Follow these steps to troubleshoot and address call quality issues in Genesys. 

 Steps to take to report Genesys call quality issues: 

Step 1:  When staff encounter some type of call quality issue, they should flag the interaction(s) within 45 minutes by navigating to the calls menu in the left-hand menu, selecting call history on top tab, then using the three dots next to the call to select "Voice Quality Issue." 

Screenshot of where to select voice quality issue in Genesys call history.

Step 2:  As part of basic troubleshooting, staff should review the How to: Genesys - Troubleshooting headset issues quick reference to make sure it is not an issue with their headset.

Step 3:  Report the issue to immediate supervisor that can assist with basic troubleshooting (headset or setting issues). 

Step 4:  If basic troubleshooting fails to fix the issue, staff will fill out the "Genesys call quality info form" that their supervisor can provide. Staff should be prepared to share the following information: 

  • Name of staff member affected: 
  • Interaction ID(s)
  • Date & approximate time of affected call 
  • Dates & times of calls with same issues 
  • Brief description of call quality issue(s)
  • Using speedtest.net, bandwidth speed (Download in MB/S and Upload in MB/S)
  • Location of staff during the call (office, working from home, or other remote site)
  • How device was connected to internet (WiFi or ethernet cable)
  • Headset wired or wireless 
  • Is device connected to VPN
  • Date & time device (computer) was last restarted

Step 5:  Supervisor submits the form in the supervisor support chat in Genesys.

Step 6:  The Senior LinkAge Line team at the MBA will do further troubleshooting and, as needed, work with the Genesys vendor to resolve the issue.

 

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