Genesys Cloud - Main

In this video, @Christopher Visick discusses a new feature "Average alert time metric for Gamification Profiles".

Administrators can now add an average alert time metric to agent scorecards in gamification profiles. This metric measures how long an interaction rings for an agent before they accept or deny it, highlighting individual alert response behavior rather than overall queue performance. With this insight, supervisors can recognize agents who respond quickly, identify those who consistently take longer, and target coaching on specific response patterns.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/march-2-2026/

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