Genesys Cloud - Main

Hi everyone,

I've recently been exploring the Agent Activity View in Genesys Cloud and found it to be a valuable tool for helping agents manage their daily activities and monitor their own performance.

I'm curious to know how other organizations are using this feature in production.

A few questions for those who have already adopted it:

• Do your agents actively use the My Performance view to monitor their KPIs and metrics?
• Have the Leaderboards helped improve engagement or encourage healthy competition within your teams?
• Are features like Time-Off Requests and Shift Trades being widely used through the Schedule tab?
• Do supervisors encourage agents to regularly review their My Evaluations results?

Has the Agent Activity View improved agent engagement, accountability, or self-management in your organization?

I'd love to hear about your experiences, best practices, and any lessons learned.

Thank you!

#Implementation
#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics

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Sanderley Silva De Sousa Lima
Gerente de Contact Center
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Hi Sanderley,

Great topic!

From what I've seen during implementations, the features with the highest adoption tend to be My Performance and My Evaluations, especially when supervisors encourage agents to regularly review their own KPIs and evaluation results before coaching sessions. This usually makes performance discussions much more productive.

For customers using the full WEM suite, features like Time-Off Requests and Shift Trades also provide good value by giving agents more autonomy and reducing the administrative workload for supervisors.

I also think Leaderboards can be effective, but their success depends much more on the organization's culture than on the feature itself. When used to encourage healthy competition and recognize achievements, they can increase engagement. Otherwise, they often end up being underutilized.

In my experience, the biggest benefit of the Agent Activity View is having performance, evaluations, schedules, and WEM activities consolidated in a single place, making it easier for agents to manage their daily work.

I'm also interested in hearing how other organizations are using these capabilities in production and which features have driven the greatest adoption.

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Raphael Poliesi
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