Genesys Cloud - Main

Hi all,

We are migrating from Genesys PureConnect to Genesys Cloud FedRAMP. Within PureConnect, we could set skill levels from 1-100 for agents or workgroups. Within Genesys Cloud we have the 5 star system and appears we have 0 to 5 for available skill levels, so 6 total. Quite the difference. With that said, we actually have a need for more than 10 skill levels as we have one customer that has more than 10 queues and they want to be able to stagger agents skilling for each queue, but since we're limited, we cannot do this w skill rating alone.

I found an idea linked below that requested additional skill level settings. 

Question for the board, are any of you running into the need for more than the 0-5 star rating system for skilling? If so, how are you dealing with that scenario? Are you combining priority with skill to give more options or maybe stacking skills? Curious what approaches you have tried.

Thanks in advance!

https://genesyscloud.ideas.aha.io/ideas/INB-I-731

#ArchitectureandDesign
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration

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Shane
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No, we haven't come across such requirements, 0 to 5 Ratings are enough in CC 

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Kathiravan Srinivasan
Hewlett-Packard Enterprise
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I think 0-5 is sufficient, you can also adjust by applying skills using bullseye routing or via architect if additional settings are required.

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Adrian Bradshaw
Auto Trader Limited
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Original Message:
Sent: 08-27-2024 00:15
From: Kathiravan Srinivasan
Subject: Skilling - Is anyone dealing w the need for more than the 0 to 5 star skill levels? How have you approached this challenge?

No, we haven't come across such requirements, 0 to 5 Ratings are enough in CC 

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Kathiravan Srinivasan
Hewlett-Packard Enterprise
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Yes, some people address the challenge of needing skills beyond the 0 to 5-star rating by focusing on continuous learning and development. They often use a combination of advanced training, practical experience, and mentorship to improve their skills. Additionally, setting specific goals and regularly evaluating progress can help in achieving higher levels of proficiency.

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Suryavesh Sahani
Enbridge Gas Inc.
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For our org, 1-5 is sufficient but I can see why some would need more breadth

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Tim Speakman
Auto Trader Limited
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We haven't encountered this issue but I am curious as to what others think on the issue

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Richard Tucker
Ovo Energy Ltd
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for us the 1-5 star system is sufficient, but I understand why others might need more flexibility to accommodate more complex skilling requirements. It's interesting to see how different approaches, like combining skills or using routing strategies, can help address these needs.

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Matt Calton
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Coming from an Avaya system recently and having used it on both sides, I do miss seeing the flexibility for the business. While we didn't use the full range of 1-16 with Avaya, we would put people on a level 16 to indicate that while they could assist with the queue, they knew they were a last resort. Typically we'd do this if we wanted them working on off phone work, but still available to take a call if a queue got really busy. 

That being said, I'm not sure if 1-100 is needed, but I could see a rating system of 1-20 to offer some flexibility with skilling. I'll definitely vote on the idea though.

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Seean Weaver
MAPFRE USA - Telecom Analyst
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Haven't came like this requirement

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Gupta Kg
PepsiCo Inc.
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Skills of 0-5 seem to be sufficient for us. As we grow our product base and skill set, there may be a need for skills beyond 5.

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Heena Patel
SAGE GLOBAL SERVICES LIMITED
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Our organization has found the 0 to 5 rating sufficient but do also supplement with bullseye routing as needed. 

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Patience Thomas
CLEAResult Consulting Inc.
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The 0-5 skilling is sufficient, you can also adjust priority in the queues and use bullseye routing if additional settings are required.

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Robert Gacula
American Specialty Health
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The 0-5 rating works great for my team. What would be helpful would be seeing/changing star levels while looking at the members of a queue or group. Either that or being able to run a report showing agents and their star levels for skills. 

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James Rowberry
Northwestel, Inc.
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Explore various alternative approach:

1. Skill Matrices: These matrices use a combination of skill levels and proficiency indicators to provide a more detailed assessment. For example, a skill might be rated as "Beginner," "Intermediate," or "Advanced," and then further categorized based on specific tasks or competencies.
2. Competency Frameworks: These frameworks define specific competencies or behaviors that are essential for a particular role or function. By assessing an individual's proficiency in these competencies, organizations can gain a more comprehensive understanding of their skills.
3. Portfolio-Based Assessments: This approach focuses on an individual's work products or projects rather than solely on self-reported ratings. By reviewing portfolios, organizations can assess skills in a more objective and context-specific manner.
4. Continuous Learning and Development: Encouraging a culture of continuous learning and development can help individuals improve their skills over time and provide opportunities for more frequent assessments.
5. Peer Reviews and Feedback: Peer reviews and feedback can provide valuable insights into an individual's skills and areas for improvement.

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Setu Shah
Tech Mahindra (Americas) Inc.
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Yes, we're handling it by using a range of skill levels beyond 0 to 5 stars and tailoring training to meet more specific needs.

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Eajay Mogol
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Yes, we're handling it by using a range of skill levels beyond 0 to 5 stars and tailoring training to meet more specific needs.

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Eajay Mogol
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How far apart are the 6 different skilllevels?
If you have a small group of users (say 15) 

5 of them have a 5 star skill

10 of them have a zero star skill

With BullsEye routing we used 2 skill expressiongroups 
ring 1  with 5 star users 
ring 2  (after 30 seconds) with zero star users

And lets pretend that most of the time there are less then 5 calls at once.

How 'soon' wil one of the zero star skilled users get the next call? 

Does a zero star user build up points for being idle on-queue for a long time? 

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Thijs de Laat
Netherlands
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I agree with all of the comments, 0-5 is more than enough.  We use 0 as overflow and generally start in the middle with a default of 3 which gives scope to move up and down other agents.  We migrated from Avaya and Callmedia and then pure connect where there was too much flexibility really.  This has simplified skilling without any negative impact, I would say its more positive 

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Andy Jackson
Ten Lifestyle Management Limited
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Hi,
We haven't came across the skilling that needs more than 5 stars. The segregation is handled by creating more diverse skills etc.

Thanks

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Ashiesh Sharma
BT plc
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I would create more skills, then set priority on the DNIS or ? in your flow or however its built (we use tables), we have 600 inbound DNIS, 400 email, 400 chat, 50 WhatsApp across a global estate and manage quite easily with 0-5, we have a lot of skills  and very few queues 

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Andy Jackson
Ten Lifestyle Management Limited
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We aligned our scoring with Qualtrics and the NPS scoring.  They use 1-5.  Makes it much easier and cleaner to go with 1-5 in my opinion.

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Aaron Becraft
Travelpass Group, Inc
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I agree with others 0-5 is sufficient, no need to go beyond this.. 

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Senih Demren
Insurance Corporation of British Co
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Hi, in our on prem setup of Genesys Engage we also used skill level in the range of 0 to around 20.. In the first attempt we were struggling to map this idea into Genesys Cloud. Some smart and challenging brains guided us into the standards - which for us is the Bullseye routing in combination with skill expression groups. Instead of have 7+ skill level you might wanna define as many groups as needed instead. This also mitigated another problem we were facing which is the missing OR expressing in skill based routing. Right now we are preparing the full implementation, so still work in progress. But we believe we can live with a 5 star schema now. Hope that helps :)

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Daniel Possekel
Vattenfall GmbH
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For our organization, we have only utilized skill levels 1 through 5.  This seems to be sufficient for our needs.

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Kris Charles
Owens Corning Sales, LLC.
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1. Skill Matrices: These matrices use a combination of skill levels and proficiency indicators to provide a more detailed assessment. For example, a skill might be rated as "Beginner," "Intermediate," or "Advanced," and then further categorized based on specific tasks or competencies.

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Fernando Rivera
Becton Dickinson and Company
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1. Skill Matrices: These matrices use a combination of skill levels and proficiency indicators to provide a more detailed assessment. For example, a skill might be rated as "Beginner," "Intermediate," or "Advanced," and then further categorized based on specific tasks or competencies.

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Fernando Rivera
Becton Dickinson and Company
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haven't seen any issues so far with the 0-5