Workforce Engagement Management

Hi everyone,

We're currently evaluating Screen Recording in Genesys Cloud as part of our quality and operational improvement strategy.

Beyond recording interactions for quality monitoring, I'm interested in understanding how organizations are using this capability to improve operations and customer experience.

For those already using Screen Recording:

• What are your primary use cases?
• Has it helped identify process inefficiencies or application usability issues?
• How are supervisors using recordings for coaching and development?
• Have you integrated Screen Recording with Quality Management or Speech & Text Analytics?
• Which business outcomes or KPIs have improved the most?
• If you could start over, what would you do differently?

I'd really appreciate hearing about your experiences and best practices.

Thank you!

#GenesysCloud
#ScreenRecording
#QualityManagement
#WorkforceEngagementManagement
#SpeechAnalytics
#CustomerExperience

#CoachingandLearning
#QualityEvaluations
#Recording,Policies
#SpeechandTextAnalytics
#GeneralQuestion

------------------------------
Sanderley Silva De Sousa Lima
Gerente Comercial
------------------------------

Hello,
One use case I've seen deliver value is combining Screen Recording with Speech & Text Analytics and Quality Management to better understand why certain customer journeys take longer or require more effort than others.

For example,  Speech & Text Analytics can identify the call drivers, topics, or customer journeys with the highest handle time or after-call work. From there, review the transcript alongside the screen recording, including the after-call work, to understand what's actually driving the additional effort.

I've seen this uncover things like:
• Agents navigating multiple applications to complete a single task
• Duplicate or unnecessary data entry
• Knowledge that's difficult to find or follow
• Opportunities to simplify workflows or improve the agent experience
• Best practices from high-performing agents that can be incorporated into coaching and training

------------------------------
Amber Sutherland
Sr. Principal PS Consultant
------------------------------

Great job Amber I really appreciate your response. It goes all way aligned with my view. Screen Recording is much more than a recording tool.

------------------------------
Alexandre De Paula T. M. Franco
Expert Customer Success Manager
------------------------------

Original Message:
Sent: 07-23-2026 17:24
From: Amber Sutherland
Subject: Screen Recording: How are you using it beyond Quality Monitoring?

Hello,
One use case I've seen deliver value is combining Screen Recording with Speech & Text Analytics and Quality Management to better understand why certain customer journeys take longer or require more effort than others.

For example,  Speech & Text Analytics can identify the call drivers, topics, or customer journeys with the highest handle time or after-call work. From there, review the transcript alongside the screen recording, including the after-call work, to understand what's actually driving the additional effort.

I've seen this uncover things like:
• Agents navigating multiple applications to complete a single task
• Duplicate or unnecessary data entry
• Knowledge that's difficult to find or follow
• Opportunities to simplify workflows or improve the agent experience
• Best practices from high-performing agents that can be incorporated into coaching and training

------------------------------
Amber Sutherland
Sr. Principal PS Consultant
------------------------------

Original Message:
Sent: 7/24/2026 6:57:00 AM
From: Alexandre De Paula T. M. Franco
Subject: RE: Screen Recording: How are you using it beyond Quality Monitoring?

Great job Amber I really appreciate your response. It goes all way aligned with my view. Screen Recording is much more than a recording tool.

------------------------------
Alexandre De Paula T. M. Franco
Expert Customer Success Manager
------------------------------

Excelente provocação, Sanderley!

Eu vejo a gravação de tela como uma oportunidade que vai além dos ganhos qualitativo nas interações. Acredito que ela pode se tornar nossa aliada no uso como fonte de inteligência operacional, nos apoiando com a identificação de retrabalhos, dificuldades sistêmicas e oportunidades de simplificação de processos.
Outro ponto que considero bastante relevante é a possibilidade de analisarmos a jornada dos agentes de alta performance: como navegam entre os sistemas, organizam suas atividades e conduzem cada etapa do processo. A partir desses padrões, podemos transformar comportamentos individuais de sucesso em boas práticas para replicar com toda a operação, apoiando nos treinamento, desenvolvimento e padronização. Esse último ponto ganha ainda mais relevância considerando nossa atuação em 7 empresas, onde garantir maior uniformidade na execução dos processos é fundamental para alcançarmos eficiência e qualidade, respeitando, naturalmente, as particularidades de cada operação.

Na prática, vejo potencial para impactos diretos em indicadores como produtividade, TMT (Tempo Médio de Tratamento), qualidade, retroalimentação e melhoria contínua dos processos e, consequentemente, experiência do cliente.

Tenho bastante interesse em conhecer experiências de empresas que já conseguiram transformar os insights das gravações em melhorias concretas de processo e performance.

------------------------------
Karine Carreiro
Operational Executive
------------------------------