Hi Robert,
Thanks for your feedback.
We have a capability under development which will allow you to bring in metrics external to Genesys Cloud (via API) and add them to Gamification. This will allow customers to bring in metrics like NPS, CSAT, Sales etc.
Regarding Average Sentiment - do you mean customer sentiment score? If yes, it may not be the best way to measure employee performance given customer sentiment could be negative /low due to various reasons out of agent's control. What are your thoughts?
Conversely, we will bring in other Speech and Text Analytics metrics like 'Detected Topics score' which allow you to measure employee performance based on what agent said or typed during an interaction. This might be another good measure to consider.
You mention mix other statuses - Are there any others which you are hearing from customers?
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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
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Original Message:
Sent: 10-20-2021 10:13
From: Robert Wakefield-Carl
Subject: Mixing and matching metrics
We have interactions answers for offered, but we need to be able to mix other status and include things like NPS and Average Sentiment to the gamification scorecards. When will this be available in Genesys Cloud?
#Gamification
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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