The Performance tab in Genesys Cloud allows supervisors to navigate through several performance dashboards to visualise and understand what’s going on in their management units, planning groups and queues overall — at different levels of granularity.

Gain insights into your team’s performance throughout the day or down to specific intervals to quickly pinpoint problem areas. Customise metrics to monitor service levels, average handle time, answer speed and more.

Easily navigate to a performance dashboard for individual agents. Understand how each team member is performing in relation to metrics such as handle time or answer rate. Pinpoint areas of improvement for personalised coaching or training.

Leverage interaction data to clearly visualise where agent performance may need improvement. Monitor topics in conversation that might yield insight into where agents need greater support to plan and execute a comprehensive agent development plan.

Get a real-time view into queue adherence. See what agents are doing in contrast to their schedule, and quickly identify and adjust agent schedules to make sure your contact centre is properly staffed to meet service levels.

Gain insight into queue adherence trends over time. View individual agents and a queue’s overall historical adherence in relation to your targets. Detect agents that might need guidance and those who deserve recognition.

Follow and manage your team’s development with Genesys Cloud. Visualise individual agents or the progress of entire queues. Assign relevant learning modules in accordance with corporate strategy or following specific interactions that merit correction.

Get a comprehensive look into your team’s learning and training progress in the Agent Development dashboard via the Performance tab. See how many development actions agents have completed and how they’ve scored on assessments.

Visualise and understand the learning process of individual agents. Review an agent’s performance on assigned coaching or learning sessions; identify gaps or learning trends over time; and gain insight into where agents excel and what needs work.

Once you’ve detected the areas an agent needs to develop further, assign modules easily from the agent development dashboard. Use one of the preloaded courses from Genesys Beyond or create one with your own images, video, audio or text resources.

Assess agent interactions and complete quality evaluations from the interaction detail screen. Play back the entire exchange or review the interaction timeline and transcript to ensure agents are complying with quality standards.

Respond quickly to significant gaps in agent-customer interactions by scheduling ad-hoc coaching sessions from the interaction detail screen. Add the interaction along with relevant documents or links to review during the session or beforehand.

Speech and Text Analytics in Genesys Cloud help you better understand interactions by providing visibility into what customers and agents are saying. Plan and execute CX strategies with AI-powered tools that extract meaning while boosting quality and performance.

Recognise and understand business level intent, like cancellation or escalation, in your agents’ interactions with customers. Pinpoint areas of improvement or knowledge gaps and compare with sentiment scores and trends.

View how topics are trending across your team’s interactions through the Topic Trends view. Follow one or many topics, and filter the data by date, media type or interaction details. Use this information to inform development or workforce strategies.

Speech and Text Analytics leverages interaction recording and voice transcription to run a full analysis of every customer-agent interaction, surfacing key phrases associated with a topic. Quickly find gaps in customer-agent interactions to correct.

Assess a customer’s feelings toward your brands, products and services, as well as an agent’s competency in any given interaction. Find the moment customers expressed a positive, negative or neutral attitude through markers in the interaction timeline.

View an existing topic or create your own to surface key insights into business drivers and deterrents. Locate and review specific exchanges that bring to light new or interesting information for other areas in your organisation.

Expedite the time-off process with workforce management in Genesys Cloud. Specify the numbers available for agents to request time off, automate the review process and handle specific cases from the Workforce Management screen.

Establish a set number of hours available on a particular date for agents to request time off for each of your management units. View limits set for up to a year in advance and manage the number of hours allocated, as well as the hours on the waitlist.

Associate time-off activity codes with time-off limits to fast-track the approval process. Create rules to automatically approve requests associated with certain activity codes and determine whether they count against the time-off limit.

Get a full view of all your agent time-off requests in a single screen for each management unit and time zone. Filter requests by day, week, month or agent. You can also view only pending or only approved requests.

Process time-off requests efficiently to support agent time management. Quickly manage requests by selecting one or multiple checkboxes next to the requests and click the “Approve” or “Deny” buttons on the top right of the time-off requests screen.

Help keep track of time off for unexpected cases by creating time-off requests for a single or multiple agents. Set parameters like date, length and activity code for the request, and set the status as “Approved,” streamlining the process.