Genesys Cloud - Main

Hello All!

Genesys is administering a survey to understand more about the use cases for grouping agents. In this survey we'll go over when and how you group agents, what grouping mechanisms you use, and how you are measuring and reporting on the grouping mechanisms you use. Take the survey here: https://genesyscx.az1.qualtrics.com/jfe/form/SV_5jxayM3i5jUu3wG

This survey will take approximately 15-20 minutes to complete and we will be collecting responses until October 18th.

If you opt in for additional research you could be selected for a follow up 45 minute user interview via zoom to discuss this topic further. Participants in the interview will receive a $75 USD gift card or 15,000 GCAP points.

Thank you!!

#Reporting/Analytics

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Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Analytics and Reporting
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Hi Laurie, I can't go through the survey just at the moment but are you also gathering info on how we WANT to group agents, but perhaps can't because of limitations in Genesys Cloud?  Or perhaps where there are group mechanisms available in one place in Genesys Cloud but not somewhere else?

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Vaun McCarthy
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Hi Vaun, we are absolutely looking for that kind of information! If you can find some time to take the survey before Oct 18th, that'd be great. There is an opportunity to volunteer for a more in-depth interview and it sounds like you'd be a great candidate if you are up for it.

Thanks!

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Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting
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Original Message:
Sent: 09-27-2024 18:05
From: Vaun McCarthy
Subject: Agent Grouping - Please take our survey to help us learn more about how you group agents for performance monitoring

Hi Laurie, I can't go through the survey just at the moment but are you also gathering info on how we WANT to group agents, but perhaps can't because of limitations in Genesys Cloud?  Or perhaps where there are group mechanisms available in one place in Genesys Cloud but not somewhere else?

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Vaun McCarthy
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hi, Laurie! 

For my organization I could even share the survey to the frequent performance views users. What would you prefer better if I would answer on behalf of our organisation as a subject matter expert or share the survey to several users from our 30 countries? 
First option will give you boiled down result :)

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Ekaterina Kononova
Product Specialist | Data, Analytics & Quality Management
Sweden
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Hi Ekaterina! Please do share the survey with others in your organization. We are looking to gather as much information as we can from as many as we can.

Thanks!

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Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting
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Original Message:
Sent: 09-29-2024 15:47
From: Ekaterina Kononova
Subject: Agent Grouping - Please take our survey to help us learn more about how you group agents for performance monitoring

hi, Laurie! 

For my organization I could even share the survey to the frequent performance views users. What would you prefer better if I would answer on behalf of our organisation as a subject matter expert or share the survey to several users from our 30 countries? 
First option will give you boiled down result :)

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Ekaterina Kononova
Product Specialist | Data, Analytics & Quality Management
Sweden
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We are seeing a good amount of response to this survey. Thank you and please keep it up! The more we can learn, the better information we have to proceed with future enhancements to monitoring for groups of agents.

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Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting
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