EE33 - Titles and Canonical Info

Important

This information is shared by EE33 use cases across all offerings.

Administration Dashboard

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Skills Development and Assessment	Automate skills assessment of employees, contractors and teams. Improve capability by training, coaching and certifications.		Workforce Engagement	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: To match customers with the most appropriate agents, you need an accurate assessment of employee skills.This challenging-but-necessary task can be complicated by internal processes. As you align with HR andoperations to reduce costs, your reduced visibility to organizational skill sets can impact customer experience

Platform Solution: Identify skills that drive desired business results, then create models to distribute this knowledge in aconsistent manner. Automate employee skills and capability assessments to measure, manage and developindividual skills. Provided targeted additional training if needed.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Agent Competency	Gain key insights on the skills and capability of high performers and use this as the basis for developing skills and capabilities of all other agents.
Improved Customer Experience	Instill customer confidence and experience through consistent agent knowledge.
Improved Employee Utilization	Provide targeted self-paced training to fill down times with knowledge gaps and improve overall performance.

High Level Flow

High Level Flow Steps

1. Identify skill requirements and create baseline skills assessments
2. Agents complete their required skill trainings and assessments
3. Skills gaps are identified and Learning items are assigned to reduce skill gaps
4. Agent's manager is notified periodically on agents skill gaps and improvements
5. Manager implements continuous skill improvement and revised assessments needed for the agent

Data Sheet Image

Canonical Sales Content

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