Hi Jonathan,
Thank you for the thoughtful feedback. This is very helpful as we think through a potential MVP.
I agree that a manual rewards model could still provide value, especially for organizations already using an external rewards platform but wanting better visibility inside Genesys Cloud. An Agent Wallet, lightweight rewards catalog, and clear balance/transaction visibility could help keep agents more engaged where they already work.
Your points around supervisor-managed deductions are especially important. Reason codes, audit history, timestamps, supervisor attribution, permissions, and optional approvals would be key controls for building trust and avoiding confusion.
The additional capabilities you listed, including reporting/export, reward archiving, notifications, a clear separation between contest points and redeemable points, and future API support, are also strong considerations for MVP prioritization.
Thank you again for the detailed input. It gives us a clearer view of what would make this useful in practice.
Best,
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Daniel Chapdelaine,
Senior Product Manager, Home + Gamification
Genesys - Employees
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Original Message:
Sent: 07-02-2026 07:21
From: Jonathan Nolan
Subject: Looking for feedback! Manual Rewards Redemption in Gamification
Hello,
Thank you for sharing this concept. Overall, I do think a manually managed rewards model could still provide value, especially for organizations that already have an external rewards platform but want better visibility and engagement inside Genesys Cloud.
Having an Agent Wallet within Genesys Cloud would be useful because it keeps the reward experience closer to where agents already work. Giving agents visibility into their current balance, reward options, and transaction history would likely improve engagement and make contests feel more meaningful.
Supervisor-managed point deductions could be operationally acceptable, but I would recommend adding strong controls around that process. At minimum, there should be an adjustment reason, audit history, date/time stamp, supervisor name, and ideally an approval option for larger deductions or manual corrections. This would help prevent confusion and give organizations a clear record if an agent questions their balance.
The lightweight rewards catalog also makes sense. Even if the actual fulfillment happens through an external rewards platform, allowing agents to browse rewards and understand point costs directly in Genesys Cloud would reduce friction and improve adoption.
A few additional capabilities that would be important:
- Full transaction history for agents and supervisors
- Manual adjustment reason codes
- Exportable reporting for finance, operations, or workforce leaders
- Role-based permissions for who can create rewards, adjust balances, and manage conversion rates
- Ability to deactivate or archive old rewards
- Optional approval workflow for redemptions or balance adjustments
- Clear distinction between contest points earned and reward points available
- Notifications when points are added, deducted, or when a redemption is initiated
- API support so organizations can integrate with external reward platforms later if they move beyond a manual model
The manual model is a good starting point, especially if it allows Genesys Cloud to become the central experience for visibility, motivation, and engagement, while still giving companies flexibility to continue using their preferred external rewards vendor.
Best,
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Jonathan Nolan
President, Dunamis Consulting Inc (DCX)
jonathan.nolan@getdunamis.com
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Original Message:
Sent: 06-02-2026 12:50
From: Tracy Vickers
Subject: Looking for feedback! Manual Rewards Redemption in Gamification
Don't be shy, help our PM team by sharing your feedback
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Tracy
Genesys
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