Workforce Engagement Management

Some Tips & Tricks to help you on your way with

Employee Performance

Gamification profiles

Typical configuration of gamification profiles group employees with the same metrics and targets. As such, a best practice example would be to have a profile for, let’s say, the customer service department and another for the Sales department, same metrics but very different targets.

Additionally, you could configure a variation of these profiles to accommodate a new hire class in incubation. Being measured on wider targets ranges will help motivate and engage these new employees to “score points” and is likely to accelerate the learning curve. As their performance and gamification points increases, they can graduate to the regular gamification profile.

3rd party data

Did you know that can offer your employees a complete, comprehensive view into their overall performance? The gamification profiles have the capability to import results from 3rd party platforms into performance metrics. As such you can include any data-point that is not native to Genesys Cloud; for example, a Sales organization can import Revenue and Sales data to the employees scorecards.

What’s more is that you can be very creative with this capability; for example, you can download GC data, calculate results and upload as a 3rd party data for a custom metric.

Each GC Org can accommodate up-to 50 3rd Party data uploads and although Gamification profiles can display up to 50 KPI’s, a best practice is to show between 5 to 8 KPIs.

Performance insight

The Performance Insights offers Supervisors a complete view into their employee’s results. The interface is intuitive and simple to use, you can quickly filter performance on any metric and get a detailed view into individual performance by selecting an employee. The “follow-up” button can be used to initiate a coaching session, assign a learning module, and communicate directly with your employees.

Supervisors can access the Insight module directly from their activity screen and, my favorite from the Performance ->Workspace screen.

Workplans visibility

Genesys Cloud is all about creating great employee experiences and in line with that vision; schedule visibility and flexibility is a key component for empowering employees. In the schedule view (Activity -> Schedules) employees can toggle between viewing their schedules -or- show (their) possible shifts. Employees can then see what Workplans are assigned to their profile and have visibility into what type of schedules they can expect in the next few weeks allowing for personal planning and better work/life balance. Enhancements to this feature are expected by the end of 2023.