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  • 1.  New Recognition feature issue

    Posted 06-17-2024 11:50

    When I go to our PureCloud Supervisor role, there is no "engagement" permissions to select. Can someone help?

    Send recognition to an agent - Genesys Cloud Resource Center

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    Send recognition to an agent - Genesys Cloud Resource Center
    Supervisors can send private and personalized recognitions to employees to boost employee... [More]
    View this on Genesys Cloud Resource Center >


    #QualityManagement
    #Roadmap/NewFeatures
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: New Recognition feature issue

    Posted 06-17-2024 15:15

    Âmbar you aren't available to assign this permission in your role?

    Supervisor permissions:

    • Engagement > Recognition > Add
    • Engagement > Recognition > View
    • Engagement > Celebration > View

    Remember that you need licenses or add-ons: Genesys Cloud EX, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license.

    if you have a subscription, open a Case with Customer Care.

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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  • 3.  RE: New Recognition feature issue
    Best Answer

    GENESYS
    Posted 06-18-2024 10:05
    Edited by Jason Kleitz 16 days ago

    Hi Amber,

    I'm very happy to see that you're excited about this feature!

    We are rolling out this new feature this week, based on our regular release cadence from Monday to Wednesday.

    Once the feature is available in your region (if you're in the US, that'll be Wednesday), you should have the permissions below available to you if you have either GC3 or one of the WEM add-ons.

    I recommend for you to check for the permissions again on Thursday, once the feature has been rolled out across all regions.

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    Eduard Roehrich
    Staff Product Manager
    Gamification, Engagement and Performance Management
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  • 4.  RE: New Recognition feature issue

    Posted 29 days ago

    I have configured all the permissions mentioned, and I can send a recognition from my supervisor to an agent who has all the permissions mentioned, but the agent never gets the recognition.  Is there a specific permission to allow the agent to receive the kudos, and where exactly will they see the recognition?  



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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 5.  RE: New Recognition feature issue

    GENESYS
    Posted 29 days ago

    Mi Martin,

    The agent won't need a specific permission to receive a recognition, however they will need these 2 permissions to actually see them:

    • Engagement > Recognition > View
    • Engagement > Celebration > View

    The agent should see the recognition at the top of their Agent Activity view. You can find more details on the feature in the documentation here: https://help.mypurecloud.com/articles/send-recognition-to-an-agent/



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    Eduard Roehrich
    Staff Product Manager
    Gamification, Engagement and Performance Management
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  • 6.  RE: New Recognition feature issue

    Posted 28 days ago

    My fault.  I added the new permissions, but It appears I never saved them. It is working now.  Thanks.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 7.  RE: New Recognition feature issue

    GENESYS
    Posted 28 days ago

    Awesome, glad to hear it!



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    Eduard Roehrich
    Staff Product Manager
    Gamification, Engagement and Performance Management
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  • 8.  RE: New Recognition feature issue

    Posted 28 days ago

    Hi Eduard,

    It wasn't clear in the article that the agents needed these permissions enabled to receive the recognition as it was labelled as Supervisor Roles.  I think we've all assumed they don't require any additional roles for it to work.

    This is a great feature and I think our Supervisors will get some good use from it.  I'd really like to see this feature grow with more customisation and recognition types.  Even animation of confetti or fireworks would be really eye catching when they first see it :D

    Cheers



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    Robert Niblock
    APM
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