Genesys Cloud - Main

Development and feedback modules are now available in Genesys Cloud 3!

This latest release - part of the complete set of native employee engagement capabilities available in Genesys Cloud -  helps you better develop and train your agents effectively and efficiently. Managers can now assign learning and information modules to onboard new employees and enhance agent skills right from the Genesys Cloud platform - without added cost or complexity.

Customers can also access pre-loaded Genesys Cloud essential training from Genesys Beyond to ensure agents know how to use their CX platform from day one. 

You can assign development modules to:

• Onboard new employees with necessary training
• Inform your agents on important company policy changes or new product offerings
• Deliver technical and platform training
• Deliver communication, soft skills, and customer experience (CX) training
• And more!

Read the announcement here. And watch this video to learn more:

Check out the Development and feedback guide in the Resource Center to get started.

#QualityManagement
#Remote Work Enablement
#Roadmap/NewFeatures
#Unsure/Other

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Saramar Vallejo
Genesys
------------------------------

Is there any reporting or tracking admin can do to ensure modules have been completed? Who has been assigned modules over the course of time? Thank you

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------

Hi Amanda, 
the reporting is scheduled for release later next month. Through the new Performance-->My Performance-->Development and Performance-->Agents->Development pages agents and supervisors will be able to see an aggregated view of both scheduled Coaching appointments and assigned Modules.
This will include:
Number Planned
Number In Progress
Number Completed
Number Overdue
Assignment date
Due date


------------------------------
Paul Wood
Genesys - Employees
------------------------------

Original Message:
Sent: 04-21-2021 15:13
From: Amanda Logue
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Is there any reporting or tracking admin can do to ensure modules have been completed? Who has been assigned modules over the course of time? Thank you

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------

The reporting noted by Paul below is available as a Beta now.  If you are interested in being part of that Beta, please let us know.

Thanks,

Rakesh

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------

Original Message:
Sent: 04-21-2021 15:13
From: Amanda Logue
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Is there any reporting or tracking admin can do to ensure modules have been completed? Who has been assigned modules over the course of time? Thank you

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------

I would love to be apart of Beta for this feature! Thanks so much. 

------------------------------
Amanda Logue
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 04-22-2021 07:42
From: Rakesh Tailor
Subject: NEW Learning capability to onboard new employees & deliver continuous training

The reporting noted by Paul below is available as a Beta now.  If you are interested in being part of that Beta, please let us know.

Thanks,

Rakesh

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------


Original Message:
Sent: 04-21-2021 15:13
From: Amanda Logue
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Is there any reporting or tracking admin can do to ensure modules have been completed? Who has been assigned modules over the course of time? Thank you

------------------------------
Amanda Logue
Independent Health Association, Inc.

Hi Rakesh, how can we enroll for beta release please?
Thanks
Hichem

------------------------------
Hichem Agrebi
------------------------------

Original Message:
Sent: 04-22-2021 07:42
From: Rakesh Tailor
Subject: NEW Learning capability to onboard new employees & deliver continuous training

The reporting noted by Paul below is available as a Beta now.  If you are interested in being part of that Beta, please let us know.

Thanks,

Rakesh

------------------------------
Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
------------------------------


Original Message:
Sent: 04-21-2021 15:13
From: Amanda Logue
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Is there any reporting or tracking admin can do to ensure modules have been completed? Who has been assigned modules over the course of time? Thank you

------------------------------
Amanda Logue
Independent Health Association, Inc.

Hey guys,

This is another really exciting release - the canned training material is awesome for us partners, thank you.

Can we please have some ability to copy and delete existing modules? 

Will

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Hi Will, 
Module management features like copy, delete and archive are on the roadmap, these are currently scheduled for after we add Assessment/Questions to Modules.

------------------------------
Paul Wood
Genesys - Employees
------------------------------

Original Message:
Sent: 04-22-2021 17:39
From: Will Bellerby
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hey guys,

This is another really exciting release - the canned training material is awesome for us partners, thank you.

Can we please have some ability to copy and delete existing modules?

Will

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Hi, any updates on these features? We have about 10 test modules in there now that need to go.

Thanks,
Alicia

------------------------------
Alicia Greiner
Magellan Health Inc.
------------------------------

Original Message:
Sent: 04-22-2021 19:12
From: Paul Wood
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Will,
Module management features like copy, delete and archive are on the roadmap, these are currently scheduled for after we add Assessment/Questions to Modules.

------------------------------
Paul Wood
Genesys - Employees
------------------------------


Original Message:
Sent: 04-22-2021 17:39
From: Will Bellerby
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hey guys,

This is another really exciting release - the canned training material is awesome for us partners, thank you.

Can we please have some ability to copy and delete existing modules?

Will

------------------------------
Will Bellerby
Pyrios NZ Ltd

Hi Alicia

Thanks for the message.

We're currently looking at the next features for the admin backend, which will initially be the ability to reset and re-assign modules. The delivery of these will come after the ability to add assessments, as they'll give us the opportunity to reset assessments.

From a deletion perspective this is possible until there are results recorded against the modules. We'll be looking at archiving in the future as part of this development to help clear these up too.

It would be really useful to have a chat to find out what features would be most beneficial here if you'd be happy to do that? If so please just let me know.

Thanks

Andrew

------------------------------
Andrew Boland
Genesys - Employees
------------------------------

Original Message:
Sent: 08-05-2021 12:22
From: Alicia Greiner
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi, any updates on these features? We have about 10 test modules in there now that need to go.

Thanks,
Alicia

------------------------------
Alicia Greiner
Magellan Health Inc.
------------------------------


Original Message:
Sent: 04-22-2021 19:12
From: Paul Wood
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Will,
Module management features like copy, delete and archive are on the roadmap, these are currently scheduled for after we add Assessment/Questions to Modules.

------------------------------
Paul Wood
Genesys - Employees


Original Message:
Sent: 04-22-2021 17:39
From: Will Bellerby
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hey guys,

This is another really exciting release - the canned training material is awesome for us partners, thank you.

Can we please have some ability to copy and delete existing modules?

Will

------------------------------
Will Bellerby
Pyrios NZ Ltd

Hi Saramar,

Is this feature actually available now?  We attempted testing it and were not able to do so per the instructions in Resource Center. Customer Care wrote me last night and said, " I have heard back from Development and it looks like this feature is still in deveopment".

------------------------------
Mark Kastner
Gate 1 Travel
------------------------------

Hi Mark,
Yes, this feature is a live and fully release feature. 

If you could comment on the Resource Center article(s) as to which steps are unclear/not working we can follow up and make sure that they are corrected or clarified.

From conversations with other Users, the main reason for not being able to see the new feature is usually down to missing permissions. If you are using default User Roles you can assign the Performance Management Admin role to the uses that you want to test Modules. Alternatively, the permissions can be assigned individually to the Users or your custom Roles. the full list of permissions can be found in the Resource Centre:
create a development and feedback module


------------------------------
Paul Wood
Genesys - Employees
------------------------------

Original Message:
Sent: 04-30-2021 09:42
From: Mark Kastner
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Saramar,

Is this feature actually available now?  We attempted testing it and were not able to do so per the instructions in Resource Center. Customer Care wrote me last night and said, " I have heard back from Development and it looks like this feature is still in deveopment".

------------------------------
Mark Kastner
Gate 1 Travel
------------------------------

Hi Paul!

Thanks for the quick reply. Permissions for this feature were assigned per the articles at About development and feedback modules - Genesys Cloud Resource Center. We were unable to manually assign a module using the steps at Assign a development and feedback module - Genesys Cloud Resource Center because the Development tab at Performance > Agent isn't present. I checked with Customer Care, and their replies were:


------------------------------
Mark Kastner
Gate 1 Travel
------------------------------

Original Message:
Sent: 04-30-2021 11:13
From: Paul Wood
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Mark,
Yes, this feature is a live and fully release feature.

If you could comment on the Resource Center article(s) as to which steps are unclear/not working we can follow up and make sure that they are corrected or clarified.

From conversations with other Users, the main reason for not being able to see the new feature is usually down to missing permissions. If you are using default User Roles you can assign the Performance Management Admin role to the uses that you want to test Modules. Alternatively, the permissions can be assigned individually to the Users or your custom Roles. the full list of permissions can be found in the Resource Centre:
create a development and feedback module


------------------------------
Paul Wood
Genesys - Employees
------------------------------


Original Message:
Sent: 04-30-2021 09:42
From: Mark Kastner
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Saramar,

Is this feature actually available now?  We attempted testing it and were not able to do so per the instructions in Resource Center. Customer Care wrote me last night and said, " I have heard back from Development and it looks like this feature is still in deveopment".

------------------------------
Mark Kastner
Gate 1 Travel

Yes, the Development Tab is still in development with a release schedule for late May however, we are running a beta for this. 
If you would like to be part of the beta I'll have 1 of the team reach out to you and have your Org added.

------------------------------
Paul Wood
Genesys - Employees
------------------------------

Original Message:
Sent: 04-30-2021 11:30
From: Mark Kastner
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Paul!

Thanks for the quick reply. Permissions for this feature were assigned per the articles at About development and feedback modules - Genesys Cloud Resource Center. We were unable to manually assign a module using the steps at Assign a development and feedback module - Genesys Cloud Resource Center because the Development tab at Performance > Agent isn't present. I checked with Customer Care, and their replies were:

"I did do some additional digging and I'm not able to find the agent > performance > development tab either. I checked all permissions as well and confirmed this with some other resources."

followed up with:

"I have heard back from Development and it looks like this feature is still in deveopment as per our resource center article
https://help.mypurecloud.com/articles/agent-development-summary-view/."

------------------------------
Mark Kastner
Gate 1 Travel
------------------------------


Original Message:
Sent: 04-30-2021 11:13
From: Paul Wood
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Mark,
Yes, this feature is a live and fully release feature.

If you could comment on the Resource Center article(s) as to which steps are unclear/not working we can follow up and make sure that they are corrected or clarified.

From conversations with other Users, the main reason for not being able to see the new feature is usually down to missing permissions. If you are using default User Roles you can assign the Performance Management Admin role to the uses that you want to test Modules. Alternatively, the permissions can be assigned individually to the Users or your custom Roles. the full list of permissions can be found in the Resource Centre:
create a development and feedback module


------------------------------
Paul Wood
Genesys - Employees


Original Message:
Sent: 04-30-2021 09:42
From: Mark Kastner
Subject: NEW Learning capability to onboard new employees & deliver continuous training

Hi Saramar,

Is this feature actually available now?  We attempted testing it and were not able to do so per the instructions in Resource Center. Customer Care wrote me last night and said, " I have heard back from Development and it looks like this feature is still in deveopment".

------------------------------
Mark Kastner
Gate 1 Travel