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Discussion Thread 6

Agent performance view vs Agent Interaction view

Discussion Thread 6

Agent Evaluations view provide confusing information

Library Entry

Filter and search conversations by acoustic metrics and wrap-up codes

In this video @Gaurav Srivastava talks about how to filter and search conversations by acoustic metrics and wrap-up codes. Administrators can now find conversations in the Content Search view based on acoustic metrics, such as agent and customer talk times, overtalk instances, and silence...

Discussion Thread 2

Transfers Between Users

Library Entry

Inbound and outbound filter for gamification metrics

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

Discussion Thread 3

ASA Calculation - what API can we use to export tAnsweredSum value?

Discussion Thread 2

Are performance metrics customizable to add or remove columns?