Workforce Engagement Management

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  • 1.  Mixing and matching metrics

    Posted 10-20-2021 10:14
    Edited by Tracy Vickers 10-20-2021 13:17
    We have interactions answers for offered, but we need to be able to mix other status and include things like NPS and Average Sentiment to the gamification scorecards.  When will this be available in Genesys Cloud?
    #Gamification
    #AskMeAnything(AMA)Event
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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 2.  RE: Mixing and matching metrics

    GENESYS
    Posted 10-20-2021 10:29
    Edited by Shikha Khattar 10-20-2021 10:30
    Hi Robert,

    Thanks for your feedback.

    We have a capability under development which will allow you to bring in metrics external to Genesys Cloud (via API) and add them to Gamification. This will allow customers to bring in metrics like NPS, CSAT, Sales etc.

    Regarding Average Sentiment - do you mean customer sentiment score? If yes, it may not be the best way to measure employee performance given customer sentiment could be negative /low due to various reasons out of agent's control. What are your thoughts?

    Conversely, we will bring in other Speech and Text Analytics metrics like 'Detected Topics score' which allow you to measure employee performance based on what agent said or typed during an interaction. This might be another good measure to consider.

    You mention mix other statuses - Are there any others which you are hearing from customers?



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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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  • 3.  RE: Mixing and matching metrics

    Posted 10-20-2021 10:33
    Yes, they are wanting things like calls answered for the time on queue instead of just for the day.  Also they want to know the amount of time just sitting there waiting for interactions when they are on queue.  Pretty much judging how efficient the WFM is.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: Mixing and matching metrics

    GENESYS
    Posted 10-20-2021 11:07
    Edited by Shikha Khattar 10-20-2021 11:08
    Thanks Robert for the feedback. We haven't considered those yet, doesn't come up much.

    I am curious to understand, why would an agent's performance be measured on something like this? Again, on surface - it doesn't seem to be under agent's control if they have to sit and wait for an interaction to come in. What are your thoughts?

    Generally, our guiding principle is that we gamify metrics where agent has good enough control to improve on those measures and they are held completely accountable by their supervisors by giving them specific measurable goals.

    Would love to get your thoughts and feedback based on what you are hearing from customers/ supervisors.

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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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  • 5.  RE: Mixing and matching metrics

    GENESYS
    Posted 10-20-2021 14:25
    Hi Robert,

    The employee's occupancy is not something the employee can really control because its a outcome of the environment they work in based on the operational design of the organization.

    Could you expand how the measure would be used and what it would mean for the employee? One way to think about this is how would the team leader discuss the result with the employee to drive improvement?

    Cheers

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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