Genesys Cloud (formerly PureCloud)

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NEW Learning capability to onboard new employees & deliver continuous training

  • 1.  NEW Learning capability to onboard new employees & deliver continuous training

    GENESYS
    Posted 17 days ago

    Development and feedback modules are now available in Genesys Cloud 3!

    This latest release - part of the complete set of native employee engagement capabilities available in Genesys Cloud -  helps you better develop and train your agents effectively and efficiently. Managers can now assign learning and information modules to onboard new employees and enhance agent skills right from the Genesys Cloud platform - without added cost or complexity.

    Customers can also access pre-loaded Genesys Cloud essential training from Genesys Beyond to ensure agents know how to use their CX platform from day one.

    You can assign development modules to:
    • Onboard new employees with necessary training
    • Inform your agents on important company policy changes or new product offerings
    • Deliver technical and platform training
    • Deliver communication, soft skills, and customer experience (CX) training
    • And more!

    Read the announcement here. And watch this video to learn more:

    Check out the Development and feedback guide in the Resource Center to get started.


    #QualityManagement
    #RemoteWorkEnablement
    #Roadmap/NewFeatures
    #Unsure/Other

    ------------------------------
    Saramar Vallejo
    Genesys
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  • 2.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    NEW MEMBER
    Posted 17 days ago
    Is there any reporting or tracking admin can do to ensure modules have been completed? Who has been assigned modules over the course of time? Thank you

    ------------------------------
    Amanda Logue
    Independent Health Association, Inc.
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  • 3.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    GENESYS
    Posted 16 days ago
    Hi Amanda,
    the reporting is scheduled for release later next month. Through the new Performance-->My Performance-->Development and Performance-->Agents->Development pages agents and supervisors will be able to see an aggregated view of both scheduled Coaching appointments and assigned Modules.
    This will include:
    Number Planned
    Number In Progress
    Number Completed
    Number Overdue
    Assignment date
    Due date


    ------------------------------
    Paul Wood
    Genesys - Employees
    ------------------------------



  • 4.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    GENESYS
    Posted 16 days ago
    The reporting noted by Paul below is available as a Beta now.  If you are interested in being part of that Beta, please let us know.

    Thanks,

    Rakesh

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 5.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    NEW MEMBER
    Posted 16 days ago
    Edited by Amanda Logue 16 days ago
    I would love to be apart of Beta for this feature! Thanks so much.

    ------------------------------
    Amanda Logue
    Independent Health Association, Inc.
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  • 6.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    Posted 16 days ago
    Hi Rakesh, how can we enroll for beta release please?
    Thanks
    Hichem

    ------------------------------
    Hichem Agrebi
    ------------------------------



  • 7.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    Posted 16 days ago
    Hey guys,

    This is another really exciting release - the canned training material is awesome for us partners, thank you.

    Can we please have some ability to copy and delete existing modules?

    Will

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
    ------------------------------



  • 8.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    GENESYS
    Posted 15 days ago
    Edited by Paul Wood 15 days ago

    Hi Will,
    Module management features like copy, delete and archive are on the roadmap, these are currently scheduled for after we add Assessment/Questions to Modules.



    ------------------------------
    Paul Wood
    Genesys - Employees
    ------------------------------



  • 9.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    Posted 8 days ago
    Hi Saramar,

    Is this feature actually available now?  We attempted testing it and were not able to do so per the instructions in Resource Center. Customer Care wrote me last night and said, " I have heard back from Development and it looks like this feature is still in deveopment".

    ------------------------------
    Mark Kastner
    Gate 1 Travel
    ------------------------------



  • 10.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    GENESYS
    Posted 8 days ago
    Hi Mark,
    Yes, this feature is a live and fully release feature.

    If you could comment on the Resource Center article(s) as to which steps are unclear/not working we can follow up and make sure that they are corrected or clarified.

    From conversations with other Users, the main reason for not being able to see the new feature is usually down to missing permissions. If you are using default User Roles you can assign the Performance Management Admin role to the uses that you want to test Modules. Alternatively, the permissions can be assigned individually to the Users or your custom Roles. the full list of permissions can be found in the Resource Centre:
    create a development and feedback module


    ------------------------------
    Paul Wood
    Genesys - Employees
    ------------------------------



  • 11.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    Posted 8 days ago
    Hi Paul!

    Thanks for the quick reply. Permissions for this feature were assigned per the articles at About development and feedback modules - Genesys Cloud Resource Center. We were unable to manually assign a module using the steps at Assign a development and feedback module - Genesys Cloud Resource Center because the Development tab at Performance > Agent isn't present. I checked with Customer Care, and their replies were:

    "I did do some additional digging and I'm not able to find the agent > performance > development tab either. I checked all permissions as well and confirmed this with some other resources."

    followed up with:

    "I have heard back from Development and it looks like this feature is still in deveopment as per our resource center article
    https://help.mypurecloud.com/articles/agent-development-summary-view/."


    ------------------------------
    Mark Kastner
    Gate 1 Travel
    ------------------------------



  • 12.  RE: NEW Learning capability to onboard new employees & deliver continuous training

    GENESYS
    Posted 8 days ago
    Yes, the Development Tab is still in development with a release schedule for late May however, we are running a beta for this.
    If you would like to be part of the beta I'll have 1 of the team reach out to you and have your Org added.

    ------------------------------
    Paul Wood
    Genesys - Employees
    ------------------------------