In this video @Christopher Visick talks about the great new feature within WEM which is Gamification Contests. Supervisors can now set up contests within or across teams to encourage agent engagement and drive improvements in key performance indicators (KPIs). Contests offer a...
In this video @Stalin Singh talks about the real time update of gamification scores. Administrators can now see immediate updates to gamification scores and agent scorecards. Previously, Genesys Cloud updated external metrics for gamification scores and agent scorecards nightly, up to...
In this video @Christopher Visick talks about the new enhanced employee recognition for improved engagement. Supervisors can now reward positive agent behavior and performance with standardized, personalized recognitions. This new feature makes it easy to send recognitions...
In this video @Stalin Singh showcases how the leaderboard view is disabled for organizations with disabled gamification. The leaderboards view is now disabled entirely for any organization that has disabled gamification. Instead of displaying an empty leaderboards view, it is now entirely...
20240401_FeatureReview_EX_Gamification & Performance Management_Leaderboard view disabled for organizations_SS.mp4
In this video I discuss the inbound and outbound filter for gamification metrics Administrators and supervisors can now setup gamification metrics so that they only account for inbound or outbound interactions. By default, and for existing gamification metrics, Genesys Cloud considers both...
20240325_FeatureReview_EX_Gamification & Performance Management_Inbound & outbound filter for gamification_RH.mp4
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