Flag a problematic phone call

Genesys Cloud offers a way to note calls with quality issues:

Deteriorated audio
Unexpected disconnects
Incomplete connections
Failed transfers
Others

To flag a call with degraded quality, click and select Voice Quality Issue.

In the Interactions view, Genesys Cloud marks the call as problematic, making diagnostic information available to Genesys Cloud engineers.

Note: To see which calls someone has flagged, Genesys Cloud supervisors must add the Flagged column in the Interactions view.

Alternatively, you can flag a problematic call in your call history. Locate the call in the list, click More , and select Voice Quality Issue. This option is available up to 45 minutes after the call ends.

To remove the flag, click Voice Quality Issue a second time.

Note: For more information about how to report voice quality issues in voice interactions, see Flag a problematic voice interaction.

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