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Administrators and contact center supervisors can now group the agents they oversee into work teams. Unlike existing groups, agents may only be members of a single work team at a time. This feature allows supervisors to easily and efficiently manage their agents and evaluate performance. For more information, see About work teams and Work teams overview.
Contact center managers and supervisors can now use the new topic trends summary and detail views to view the frequency and trends for topics occurring within calls, chat, messaging, and emails within the contact center. This feature provides insight into call drivers, customer sentiment, and agent skills and performance, based on topics and events detected during a customer interaction. Managers can use the aggregated metrics to better understand customer and agent behavior during the interaction. For more information, see Topic Trends Summary view and Topic Trends Detail view.
Performance managers can now import metrics that Genesys Cloud does not include, and then incorporate those metrics as part of agent gamified performance cards. This feature expands the scope of gamification core metrics to include external KPIs, for example, CSAT (customer satisfaction scores), daily sales, first contact resolution rate, and number of generated leads. For more information, see Configure external metrics for performance scorecards.
Genesys Cloud updated the Default Program selection in the Speech and Text Analytics Settings page so that all published programs are visible, including programs with unpublished changes. Previously, the list did not include programs with outstanding unpublished changes. For more information, see Speech and text analytics.
Contact center managers and supervisors can now add cover art to a development and feedback module. The cover art appears when the agent launches the module, and as a thumbnail in the assignment catalog. This feature enhances user experience and module engagement. For more information, see Create a development and feedback module.
New functionalities for Cover Art for modules!
Users will now be able to create a bespoke experience for their Learning users, ensuring modules are engaging, relevant and branded if required.In addition, this release also includes module Preview capabilities, allowing Learning Administrators to preview an entire module before assigning it to users
This is a great leap forward for Learning, making the entire experience more engaging for end usersWhat can you do?