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External Metrics in Gamification - BETA

  • 1.  External Metrics in Gamification - BETA

    Posted 11-08-2021 13:15
    Edited by Tracy Vickers 11-17-2021 11:52

    Hi there, Genesys Community!

    We are looking for Genesys Cloud Customers who are interested in being part of the External Metrics in Gamification -  BETA.

    Are you looking to get a single, normalized and gamified view of agent performance on all key measures that your organization cares about?
    Are you interested in bringing in metrics external to Genesys Cloud and make it part of employee's performance scorecard?

    If so, get in touch about becoming a Beta participant of our upcoming External Metrics in Gamification/Performance Management solution.

    Help employees reach their true potential by defining performance goals; and then measuring against these goals to see how individuals and teams are performing. Based on measured performance, managers can start to identify areas of concern and coach agents as part of ongoing performance management process.

    This feature will expand the scope of the core metrics within Gamification to include external KPIs. Some examples include (but not limited to):

    • CSAT (Customer Satisfaction Scores)
    • Net Promoter Score
    • Total Sales
    • Number of Leads Generated
    • More... 

    As we continue improving our gamification solution; we'd love to hear your feedback.

    If you are interested in being part of this Beta please reach out to .


    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management