Workforce Engagement Management

Hi!

Thanks for sharing this! It's great to see the future of the evaluations and Genesys Cloud roadmap items coming to life. In our company we are interested in potential of using the AI scoring, especially Evaluation Assisstance rather than full automation.

However, to achieve as you say in the video "from 1 to 1000 evaluations" growth, we as many other users see a need to improve the foundation of QM, Policies.

The UI of this feature as well as UX require serious foundational changes. If a policy focuses on Quality we would like to have it separate from retention policies. As a company present in 32 countries with 28 of them sharing same Genesys org, we absolutely need division awareness of Policies. This will empower local admins to create custom policies for their local needs and will result in high quality and better match of interactions asiged for evaluation. We really want to help our supervisors and evaluators love Genesys Cloud QM. 

Here are the ideas which we would love to see prioritised before AI evaluations to support fair and on point evaluations for each agent, thus contribute to their coaching journey and development :)

Ideas related to Policies:
https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-193 

https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-201 
https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-234
https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1640

Other relevant ideas:
https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1908

https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-207

https://genesyscloud.ideas.aha.io/ideas/WEQUAL-I-156

Thank you and have a great day!