Genesys Cloud CX

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  • 1.  Evaluation scores - Performance Scorecard

    Posted 07-06-2022 09:47
    In the release notes today, it talks about integrating external metrics for performance scorecards. We really want to include the call evaluation scores - but those are on the Genesys system. Can those be incorporated now? If so, how can we do that? If not, when will this happen? Since the information is already on the system, it's pretty remarkable that they are not already able to be pulled onto the scorecard...
    #Integrations
    #QualityManagement
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: Evaluation scores - Performance Scorecard

    GENESYS
    Posted 07-07-2022 08:47
    Hi Amber,

    External Metrics feature enables you to bring in metric data from third party platforms and make it part of gamified scorecards/leaderboards.

    We fully empathize and understand that Evaluation Metric is one of the very important metrics for our customers. It is on our near term roadmap, currently being designed.

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