Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Announcing Behavior-Based Effort in Journey Management

    Posted 16 days ago
    Edited by Jane Hendricks 16 days ago

    Dear Genesys Cloud Community, 

    We are excited to announce the upcoming release of Effort Score in Journey Management

     

    What's New?  

    In an upcoming release, Genesys Cloud will introduce a behavior-based effort score for our Journey Management users. To learn more about Journey Management, click here: Journey Management

     

    What is the effort score?  

    An effort score is a calculated outcome based on four factors that have been shown to drive effort for customers. The calculation is a weighted sum based on normalized factors calculated from data that is available to Journey Management. We calculate the effort score based on your data and then create segments for Very High, High, Low and Very Low effort based on your organization's effort profile. This means that every customer has an effort score based on their behavior, not just based on what they say.

     

    How will I be able to access Effort Score?  

    Journey Management will now include an interactive Effort Score experience. User will be able to interact with their Effort Score and its drivers to learn how Effort Score trends, what its pattern is for your organization, and what factor or combination of factors is driving High vs Low effort.  

    When is it coming?  

    We are aiming to launch this feature in mid October.  Only those with Journey Management will be able to take advantage of this feature so be sure you have that enabled if you are interested in enabling Effort Score for your oganization. 

     

    Stay tuned for more updates! 

    #Roadmap/NewFeatures

    #Analytics

    #JourneyAnalyzer

    #JourneyManagement

    #CustomerJourney


    #Roadmap/NewFeatures

    ------------------------------
    Jane
    Director, Product Management
    ------------------------------



  • 2.  RE: Announcing Behavior-Based Effort in Journey Management

    Posted 16 days ago

    Jane Hendricks Thank you for sharing



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Announcing Behavior-Based Effort in Journey Management

    Posted 8 days ago

    Hi Jane,

    thanks for the insights. Will it be possible to retrieve that effort score per external contact at runtime so we could react on that in the routing?

    Regards,
    Christian



    ------------------------------
    Christian
    System Architekt Customer Interaction Art
    ------------------------------



  • 4.  RE: Announcing Behavior-Based Effort in Journey Management

    Posted 8 days ago

    While this is not in scope for the current release @Christian Rosenberger that is something that we would want to work towards. Would be great to capture this via the idea portal. 

    Thanks for your interest and would love to hear about how you would want to use this for routing 



    ------------------------------
    Jane
    Director, Product Management
    ------------------------------

    Original Message


  • 5.  RE: Announcing Behavior-Based Effort in Journey Management

    Posted 8 days ago

    Thanks @Jane Hendricks - I've created idea https://genesyscloud.ideas.aha.io/ideas/CEECM-I-195 - hope it's the right category, as I would see this in external contact/customer profile somewhere.



    ------------------------------
    Christian
    System Architekt Customer Interaction Art
    ------------------------------

    Original Message


  • 6.  RE: Announcing Behavior-Based Effort in Journey Management

    Posted 8 days ago

    Hi Jane Hendricks!

    Thank you for sharing this update.



    ------------------------------
    Juliano Fernandes Mendes Pimentel De Paiva
    Genesys Analyst
    ------------------------------



Related Content