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  • 1.  optimize specific feature/capability

    Posted 10 hours ago

    Good Day Community,

    As a Sr. Technical Account Manager, I'm constantly working with customers who have successfully implemented Genesys Cloud but want to optimize their [specific feature/capability]. I'd love to hear from the community:

    1. What metrics do you monitor to identify optimization opportunities?
    2. How do you balance performance improvements with change management?
    3. What tools or dashboards have been most effective for ongoing optimization?

    Any real-world examples or lessons learned would be greatly appreciated!


    #Other

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    Minhaj Mubashir
    Technical Account Manager
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  • 2.  RE: optimize specific feature/capability

    Posted 7 hours ago

    Hi Minhaj,

    In environments running Genesys Cloud at scale, optimization usually comes from combining operational metrics, governance, and continuous monitoring rather than focusing on a single feature.

    Here's the approach I typically see working well with customers:

    1. Metrics to Identify Optimization Opportunities

    I usually start by monitoring metrics that highlight capacity, agent efficiency, and customer experience, such as:

    • Service Level and ASA – to identify routing or staffing inefficiencies

    • Abandon Rate – often indicates queue design or wait-time issues

    • Average Handle Time (AHT) – useful for spotting process or knowledge gaps

    • Agent Occupancy – helps detect over/under-utilization

    • Transfer Rate – high values may indicate poor routing logic or skill configuration

    • First Contact Resolution (FCR) – strong indicator of journey efficiency

    For digital channels (email, messaging), I also monitor response SLA compliance and conversation reopen rates.

    Many optimization initiatives actually start when one of these metrics moves unexpectedly after a configuration change or volume shift.

    2. Balancing Performance Improvements with Change Management

    In most mature environments, the key is controlled iteration rather than large changes.

    A few practices that work well:

    • Test routing or flow improvements in a pilot queue or limited group of agents

    • Document baseline metrics before any change

    • Implement changes during low-volume periods

    • Align with operations and workforce management before modifying routing logic

    In several deployments, we treat optimization changes almost like mini releases, with validation windows and rollback plans.

    3. Tools and Dashboards for Continuous Optimization

    The most effective setups usually combine:

    • Native performance views in Genesys Cloud (Queue, Agent, and Flow Performance views, flow outcomes...etc)

    • Custom dashboards for operational leaders

    • Historical exports or API-driven reporting for deeper analysis

    • Journey or flow analytics to identify IVR containment or drop-off points

    Some teams also build long-term trend dashboards using the Analytics APIs to correlate metrics like volume, staffing, and service level over time.

    Real-World Example

    In one environment I worked with, a customer had rising abandon rates despite stable call volume. After reviewing queue analytics and flow paths, we identified that:

    • calls were entering a generic queue instead of skill-based routing,

    • and agents with the correct skill were underutilized.

    After adjusting the ACD routing and skill priorities, abandon rate dropped by ~18% within a few weeks without increasing staffing.

    Lesson Learned

    Optimization in Genesys Cloud rarely comes from a single change. The biggest gains usually happen when you combine:

    • analytics-driven decisions

    • small iterative improvements

    • close alignment with operations and WFMthe community approach continuousoptimization as well.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: optimize specific feature/capability

    Posted 5 hours ago
    Edited by Phaneendra Avatapalli 5 hours ago

    Hi Minhaj,

    In many cases we approach optimization on a use-case basis rather than focusing only on individual metrics. When reviewing opportunities, we usually ask whether a change will improve the customer experience or increase operational efficiency.

    1) Metrics: We typically monitor service level, ASA, abandon rate, and queue wait time to identify areas that may require improvement. These metrics usually highlight pressure points in routing or IVR design.

    2) Change management: Before implementing changes, we normally validate them in a lower environment and then roll them out gradually. This helps balance performance improvements with operational stability.

    3) Tools and dashboards: Performance Views and Interaction Details are commonly used to monitor trends and identify optimization opportunities. Analytics data also helps uncover patterns in customer behaviour and agent handling.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 4.  RE: optimize specific feature/capability

    Posted an hour ago

    Hi Minhaj,

    Some of our businesses have different priorities to others, so when it comes to measuring performance, that can vary.  For those who typically work on Inbound calls, we'd look at ASA, Calls Answered/Abandonment%, Service Level.  For Outbound we look at the volume of Outbound calls and if we're looking at how successful these have been, we'd look at the percentage of wrap outcomes.  Externally, in the CRM's we also keep track of outcomes that way.  We have looked into Outbound Campaigns, but due to staffing numbers and volumes of calls to be made, it's not viable to setup at this stage.

    In terms of change management, we like to make recommendations to the business and gauge their interest regarding the change.  We want to make sure that changes to processes don't negatively impact callers or staff themselves.  Culture is also a big consideration too.  Whilst some people have done things one way for a long time, getting their buy in to a process change can be a challenge.  So we always make sure that they see the benefits to change we'd like to implement.

    In terms of reporting/dashboards, we extract a lot of our call metrics out of the Analytic Workspace to provide to stakeholders who use Genesys.  We're in the process of finalising setting up reporting in PowerBi for better visibility.  Previously reporting was delivered through Emails using Excel spreadsheets.  Dashboards for Supervisors have been great.  It allows them to monitor volume of calls and be able to make better informed decisions on the fly in terms of making sure they have coverage through the day.  



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


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