UseCases/Current/GenesysCloud/WE03 - Revision history

Shlandy93 at 09:35, November 18, 2022

2022-11-18T09:35:59Z

Shane.landy@genesys.com: UCC: Added Video

2021-12-15T17:11:44Z

UCC: Added Video

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:53Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Shane.landy@genesys.com at 15:30, July 6, 2021

2021-07-06T15:30:59Z

Show changes

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-05-10T14:56:20Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 14:11, February 25, 2021

2021-02-25T14:11:46Z

Shane.landy@genesys.com: Created page with "{{SMART UseCase |ID=WE03 |Title=Employee Performance |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Brand Perception |UCBenefit=Continuous impro..."

2021-02-24T14:55:44Z

Created page with "{{SMART UseCase |ID=WE03 |Title=Employee Performance |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Brand Perception |UCBenefit=Continuous impro..."

New page

{{SMART UseCase
|ID=WE03
|Title=Employee Performance
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Brand Perception
|UCBenefit=Continuous improvement of agent skills and performance delivers a better customer experience, which improves customer perception of the brand associated with the agent.
}}{{SMART Benefits
|UCBenefitID=Reduced Penalties and Fines
|UCBenefit=Report on compliance levels helps identify and address gaps diligently, reducing the risk of penalties and fines for non-compliance.
}}{{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=Centralized and automated management of Employee performance, learning & development reduces administrative overhead, effort, and cost.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Satisfaction
|UCBenefit=Easy-to-use, gamified performance dashboards, personalized learning modules, and insightful coaching sessions empower agents to reach performance goals faster, increasing employee satisfaction.
}}{{SMART Benefits
|UCBenefitID=Improved Insights and Visibility
|UCBenefit=Providing a structured measurement and deep insights into agent development at each stage of the learning journey helps address any knowledge gaps diligently.
}}{{SMART Benefits
|UCBenefitID=Reduced Employee Attrition Rate
|UCBenefit=Clearly defined recognition and rewards system integrated with personalized skill development tools motivates agents to reach their goals and grow within the organization.
}}{{SMART Benefits
|UCBenefitID=Improved Agent Competency
|UCBenefit=Access to intuitive, real-time gamified performance dashboards empowers agents to understand their performance and focus on self-development and improve their compentence.
}}
|UCOverview=High-performing, happy employees are an integral part to a successful contact center. In a recent study by Gartner, 86% of organizations consider employee engagement an equal or more important factor in achieving customer experience (CX) and, consequently, contact center goals. This is because the more engaged an employee is the more likely they will perform well in their role. To meet and surpass employee performance objectives, contact centers need to deploy a holistic, deeply integrated workforce engagement solution that provides the following key capabilities— onboarding development, learning & training, performance management, coaching, and gamification. 

''Personalized learning and development from day one''

To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. 

''Powerful and intuitive performance management ''

Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. 

''Strategic coaching and training sessions ''

Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. 

''A single, easy-to-use employee dashboard''

Employees not only want to meet their performance goals but grow and develop within their roles. Too often, however, an employee’s performance and development are hindered by the tools they use. Having to navigate several disjointed systems to complete tasks or understand their manager’s performance expectations frustrates employees and contributes to low employee engagement and productivity — ultimately affecting employee retention. 

Empower your employees to outperform by giving them a single, holistic view of the information needed to perform their role successfully, including employee schedule, performance metrics and goals, evaluations, and personalized development plans. 

''Gamified performance scores to motivate employees ''

Employee performance metrics across KPIs are gamified into user-friendly performance scorecards and leaderboards. Employees can see how their performance tracks and compares against teammates in real-time — encouraging healthy competition and facilitating performance improvements when needed. Gamification in employee performance management is key to building strong employee engagement, especially when your teams work remotely. By leveraging people’s intrinsic motivator for status and recognition, competition and feeling of community, contact centers are able to motivate their employees to improve their overall performance and develop professionally along the way. 
|UCSummary=Genesys Cloud makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.

Most contact center leaders aren’t happy with the high costs of agent attrition, overwhelmed team leaders, underwhelming CSAT/NPS scores, and all the other daily realities that cause them heartburn. Instead of suffering with the status quo of outdated, complicated, and disparate systems for workforce optimization, contact center center leaders can deploy an end-to-end workforce engagement management solution.

Performance management is an integral part of workforce engagement management for enabling contact center to align people, processes, and systems to organizational goals and objectives, such as customer satisfaction and experience, cost control and revenue generation.

This use case guides organizations to create organization-specific learning modules, schedule coaching and training sessions, customize performance scorecards, and implement gamification tools like leaderboards. Competitions, badges and social elements coming soon.

This use case and solution is well integrated providing native capabilities in learning management, coaching, gamification and performance management.

*Built-in learning module designer can add multimedia-rich assessments and learning material.
*Employee performance is consolidated from multiple sources and used in gamification.
*Coaching functionality delivers a set of capabilities that allows workforce planners to efficiently plan and execute offline scheduling of activities in the most efficient manner.

Real-time reporting provides detailed analysis of agent progress and task completion, while identifying any gaps in performance. Easy-to-use performance dashboards help organizations identify high-performers, the skills & capabilities necessary to deliver great customer experiences, and benchmark those results with the rest of the team. This improves performance management and decision-making around agent engagement and development activities — from onboarding, ad-hoc, and ongoing training. As skilled and capable agents are more likely to provide consistent customer experiences like maintaining resolution rates and handle times, it's vital to conduct effective onboarding programs, track & measure performance, and provide appropriate training and coaching sessions.
|PainPoints=*Not having consolidated performance data makes it difficult to reward success and target individual training to fill knowledge gaps.
*Lack of well integrated Learning management system with contact center reduces the alignment of HR and operations within Contact center.
*Scheduling coaching and other offline tasks is typically a very manual process occupying up to 30%+ of resource planning and training resources.
|DesiredState=*Having an integrated system that Aligns organizational KPIs with individual objectives gives your agents a way to track their progress against individual development plans and improve skills.
*Insights from Learning Management will help coaches and trainers better engage agents to maximize their capability and provide better customer experience
*Well integrated coaching can help Managers and trainers can request and schedule their own ad-hoc meetings, Coaching and training seamlessly.
|BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Contact Center Supervisor / Manager
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Performance Management and Gamification
|BusinessImage=https://www.lucidchart.com/documents/edit/a34d9685-e739-45af-99e3-80f682392871/0
|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
#The Gamification Profile is updated with the specific set of Metrics to include as part of managing the performance of your Employees.
##For each Metric, specific objectives are set, along with the number of points to award based on the performance achieved.
#Gamification is globally activated for your Organization, subsequently, the system monitors performance and awards/subtracts points accordingly.
#For those Employees participating in Performance Management and Gamification, the correct permissions must be assigned so that they can access the Activity page.
#The Activity page provides Employees with one-click access to all of their upcoming and outstanding tasks as well as access to their performance information, this includes:
##Today’s schedule for the Employee, highlighting what activity is next if scheduled through workforce management.
##Any upcoming Coaching Appointments or assigned Development and Feedback Modules.
##Performance Scorecard with historical trend information.
##Leaderboards for overall and per metric performance.
#Supervisors can view an Employees’ Scorecard through Performance > Agents > Scorecard tab.
#Supervisors can view overall Leaderboards through Performance > Agents > Leaderboards tab. 
}}{{SMART BusinessImageFlow
|BusinessFlow=Coaching
|BusinessImage=https://www.lucidchart.com/documents/edit/58a4f242-8e73-4c36-bd53-2c1c0ff42ce9/0
|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
#Supervisors or Quality Evaluators can simply click on the Schedule Coaching button from the Interaction Detail view to create a Coaching Appointment with that interaction included or can add that interaction to an existing Coaching Appointment.
#Supervisors or Quality Evaluators can find interaction of interest to use for Coaching in multiple ways:
##Searching for interactions of interest in Performance > Interactions > Interactions tab using various meta data filter criteria.
##Searching for interactions of interest in Performance > Interactions > Content tab using various meta data and speech and text analytics filter criteria.
##Directly from a policy based or adhoc Evaluation.
#The Coaching Appointment specifies:
##Date, Time and Duration
##Agent and Facilitator
##Interactions
##Documents
##Links to URLs
##Notes – public or private
#If the Organization is using Workforce Management for scheduling, the system will return the best 10 time slots for the Coaching Appointment based on existing schedules and staffing levels.
##A Training activity is scheduled in the attendee and facilitator’s schedule.
#Once scheduled, notifications about the Coaching Appointment are sent to all attendee through their Inbox.
#Attendees can click on Activity or go to Performance > My Performance > Development tab to see and access any upcoming Coaching Appointments.
#Attendees can add notes and complete the Coaching Appointment when done.
}}{{SMART BusinessImageFlow
|BusinessFlow=Development and Feedback (Currently in Beta Program)
|BusinessImage=https://www.lucidchart.com/documents/edit/5db640ca-31aa-47ce-8264-db108d34d90a/0
|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
#Development and Feedback Modules are created to deliver content to Employees
#Modules can contain:
##Documents
##Images
##Audio
##Videos
##Links to URLs
#Auto-assignment rules are configured which can include or exclude Employees for assignment based on Groups, Queues, ACD Skills or Divisions.
#Modules are Published and delivered to Employees immediately or overnight if Group, Queue, ACD Skill or Division memberships are updated.
#Modules can also be assigned to Employees manually in the Performance > Agents > Development tab.
#Once assigned, a notification about the assigned Modules is sent to the Employee through their Inbox.
#Employees can click on Activity or go to Performance > My Performance > Development tab to see and access any assigned Modules.
#Employees can mark a Module as Complete when done.
}}
|BusinessLogic=*Genesys Cloud is configured with appropriate user roles and licenses.
*Business rules must be set up to assign the learning items to the agent target group.
*Genesys Cloud Quality Management is needed to launch a Coaching session.
*Genesys Cloud Workforce Management is needed for optimizing scheduling.
*Gamification/ Performance Manager must decides on the Performance data that needs to be measured.
*Supervisor and Agents needs to finalize the performance objectives are to be achieved including KPI needed to be tracked.
*Periodic review process with necessary learning items and coaching should take place between the Supervisor and agent to agree the final targets.
*Agent feedbacks should always be incorporated to enhance the system on a periodic basis.
|DistributionLogic=N/A
|CustomerInterfaceRequirements=Solution would be available as part of Genesys Cloud Basic and Advanced WEM modules.
|AgentDeskRequirements=N/A
|RealTimeReporting=Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
|HistoricalReporting=Same as Real time reporting. Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
|Optional=WE01, WE02
|GeneralAssumptions=Employee Performance functionalities are available only for Genesys Cloud3
|CustomerAssumptions=N/A
|DocVersion=V 1.0.0
|RelatedDocs={{TSSection
|sectionheading=WEM Catalogue
|relatedarticles=https://catalog.genesys.com/wem-landing-page/

https://catalog.genesys.com/wem-landing-page/wem-disciplines/wem-employee-performance-discipline/
}}{{TSSection
|sectionheading=Genesys Cloud Documentation
|relatedarticles=https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

https://help.mypurecloud.com/articles/coaching-with-quality-management-overview/
}}
}}

@@ Line 23: / Line 23: @@
 ''<span lang="EN-US">Personalized learning and development from day one</span>''
-<span lang="EN-US">To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud CX you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. </span>
+<span lang="EN-US">To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. </span>
 ''<span lang="EN-US">Powerful and intuitive performance management </span>''
-<span lang="EN-US">Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud CX consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. </span>
+<span lang="EN-US">Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. </span>
 ''<span lang="EN-US">Strategic coaching and training sessions </span>''
-<span lang="EN-US">Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud CX centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. </span>
+<span lang="EN-US">Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. </span>
 ''<span lang="EN-US">A single, easy-to-use employee dashboard</span>''
@@ Line 42: / Line 42: @@
 <span lang="EN-US">Employee performance metrics across KPIs are gamified into user-friendly performance scorecards and leaderboards. Employees can see how their performance tracks and compares against teammates in real-time — encouraging healthy competition and facilitating performance improvements when needed. Gamification in employee performance management is key to building strong employee engagement, especially when your teams work remotely. By leveraging people’s intrinsic motivator for status and recognition, competition and feeling of community, contact centers are able to motivate their employees to improve their overall performance and develop professionally along the way. </span>
-|UCSummary=Genesys Cloud CX makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud CX creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.
+|UCSummary=Genesys Cloud makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.
 Most contact center leaders aren’t happy with the high costs of agent attrition, overwhelmed team leaders, underwhelming CSAT/NPS scores, and all the other daily realities that cause them heartburn. Instead of suffering with the status quo of outdated, complicated, and disparate systems for workforce optimization, contact center center leaders can deploy an end-to-end workforce engagement management solution.
@@ Line 68: / Line 68: @@
 |BusinessFlow=Performance Management and Gamification
 |BusinessImage=https://www.lucidchart.com/documents/edit/a34d9685-e739-45af-99e3-80f682392871/0
-|BusinessFlowDescription=#Genesys Cloud CX is configured with appropriate user roles and licenses.
+|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
 #The Gamification Profile is updated with the specific set of Metrics to include as part of managing the performance of your Employees.
 ##For each Metric, specific objectives are set, along with the number of points to award based on the performance achieved.
@@ Line 85: / Line 85: @@
 |BusinessFlow=Coaching
 |BusinessImage=https://www.lucidchart.com/documents/edit/58a4f242-8e73-4c36-bd53-2c1c0ff42ce9/0
-|BusinessFlowDescription=#Genesys Cloud CX is configured with appropriate user roles and licenses.
+|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
 #Users with relevant permissions such as Supervisors and Quality Administrators can schedule a coaching appointment by:
 ##Clicking on the Schedule Coaching button from the Interaction Detail view to create a Coaching appointment with that interaction included or can add that interaction to an existing Coaching appointment.
@@ Line 109: / Line 109: @@
 |BusinessFlow=Development and Feedback
 |BusinessImage=https://www.lucidchart.com/documents/edit/5db640ca-31aa-47ce-8264-db108d34d90a/0
-|BusinessFlowDescription=#Genesys Cloud CX is configured with appropriate user roles and licenses.
+|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
 #Development and Feedback Modules are created to deliver content to Employees
 #Modules can contain: Documents, Images, Audio, Videos and Links to URLs
@@ Line 120: / Line 120: @@
 #Employees can mark a Module as Complete when done.
 }}
-|BusinessLogic=*Genesys Cloud CX is configured with appropriate user roles and licenses.
+|BusinessLogic=*Genesys Cloud is configured with appropriate user roles and licenses.
 *Business rules must be set up to assign the learning items to the agent target group.
-*Genesys Cloud CX Coaching permissions are needed to schedule a Coaching session.
+*Genesys Cloud Coaching permissions are needed to schedule a Coaching session.
-*Genesys Cloud CX Workforce Management is needed for optimizing scheduling.
+*Genesys Cloud Workforce Management is needed for optimizing scheduling.
 *Gamification/ Performance Manager must decides on the Performance data that needs to be measured.
 *Supervisor and Agents need to finalize the performance objectives that are to be achieved including the KPI that needs to be tracked.
 *Periodic review process with necessary learning items and coaching should take place between the Supervisor and agent to agree the final targets.
 *Agents can view their Assigned Learning Module from Module Icon in the Inbox
-*Agents can also view their Assigned Learning items with appropriate due dates in the Activity Tab of Genesys Cloud CX.
+*Agents can also view their Assigned Learning items with appropriate due dates in the Activity Tab of Genesys Cloud.
 *Agent feedbacks should always be incorporated to enhance the system on a periodic basis.
 |DistributionLogic=N/A
-|CustomerInterfaceRequirements=Solution would be available as part of Genesys Cloud CX Basic and Advanced WEM modules.
+|CustomerInterfaceRequirements=Solution would be available as part of Genesys Cloud Basic and Advanced WEM modules.
 |AgentDeskRequirements=N/A
 |RealTimeReporting=Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
 |HistoricalReporting=Same as Real time reporting. Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
 |Optional=WE01, WE02
-|GeneralAssumptions=Employee Performance functionalities are available only for Genesys Cloud CX3
+|Video=641804199
 |RelatedDocs={{TSSection
 |sectionheading=WEM Catalogue
@@ Line 145: / Line 145: @@
 https://catalog.genesys.com/wem-landing-page/wem-disciplines/wem-employee-performance-discipline/
 }}{{TSSection
-|sectionheading=Genesys Cloud CX Documentation
+|sectionheading=Genesys Cloud Documentation
 |relatedarticles=https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/
 https://help.mypurecloud.com/articles/coaching-with-quality-management-overview/
 }}
 }}

@@ Line 23: / Line 23: @@
 ''<span lang="EN-US">Personalized learning and development from day one</span>''
-<span lang="EN-US">To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. </span>
+<span lang="EN-US">To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud CX you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. </span>
 ''<span lang="EN-US">Powerful and intuitive performance management </span>''
-<span lang="EN-US">Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. </span>
+<span lang="EN-US">Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud CX consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. </span>
 ''<span lang="EN-US">Strategic coaching and training sessions </span>''
-<span lang="EN-US">Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. </span>
+<span lang="EN-US">Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud CX centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. </span>
 ''<span lang="EN-US">A single, easy-to-use employee dashboard</span>''
@@ Line 42: / Line 42: @@
 <span lang="EN-US">Employee performance metrics across KPIs are gamified into user-friendly performance scorecards and leaderboards. Employees can see how their performance tracks and compares against teammates in real-time — encouraging healthy competition and facilitating performance improvements when needed. Gamification in employee performance management is key to building strong employee engagement, especially when your teams work remotely. By leveraging people’s intrinsic motivator for status and recognition, competition and feeling of community, contact centers are able to motivate their employees to improve their overall performance and develop professionally along the way. </span>
-|UCSummary=Genesys Cloud makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.
+|UCSummary=Genesys Cloud CX makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud CX creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.
 Most contact center leaders aren’t happy with the high costs of agent attrition, overwhelmed team leaders, underwhelming CSAT/NPS scores, and all the other daily realities that cause them heartburn. Instead of suffering with the status quo of outdated, complicated, and disparate systems for workforce optimization, contact center center leaders can deploy an end-to-end workforce engagement management solution.
@@ Line 68: / Line 68: @@
 |BusinessFlow=Performance Management and Gamification
 |BusinessImage=https://www.lucidchart.com/documents/edit/a34d9685-e739-45af-99e3-80f682392871/0
-|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
+|BusinessFlowDescription=#Genesys Cloud CX is configured with appropriate user roles and licenses.
 #The Gamification Profile is updated with the specific set of Metrics to include as part of managing the performance of your Employees.
 ##For each Metric, specific objectives are set, along with the number of points to award based on the performance achieved.
@@ Line 85: / Line 85: @@
 |BusinessFlow=Coaching
 |BusinessImage=https://www.lucidchart.com/documents/edit/58a4f242-8e73-4c36-bd53-2c1c0ff42ce9/0
-|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
+|BusinessFlowDescription=#Genesys Cloud CX is configured with appropriate user roles and licenses.
 #Users with relevant permissions such as Supervisors and Quality Administrators can schedule a coaching appointment by:
 ##Clicking on the Schedule Coaching button from the Interaction Detail view to create a Coaching appointment with that interaction included or can add that interaction to an existing Coaching appointment.
@@ Line 109: / Line 109: @@
 |BusinessFlow=Development and Feedback
 |BusinessImage=https://www.lucidchart.com/documents/edit/5db640ca-31aa-47ce-8264-db108d34d90a/0
-|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
+|BusinessFlowDescription=#Genesys Cloud CX is configured with appropriate user roles and licenses.
 #Development and Feedback Modules are created to deliver content to Employees
 #Modules can contain: Documents, Images, Audio, Videos and Links to URLs
@@ Line 120: / Line 120: @@
 #Employees can mark a Module as Complete when done.
 }}
-|BusinessLogic=*Genesys Cloud is configured with appropriate user roles and licenses.
+|BusinessLogic=*Genesys Cloud CX is configured with appropriate user roles and licenses.
 *Business rules must be set up to assign the learning items to the agent target group.
-*Genesys Cloud Coaching permissions are needed to schedule a Coaching session.
+*Genesys Cloud CX Coaching permissions are needed to schedule a Coaching session.
-*Genesys Cloud Workforce Management is needed for optimizing scheduling.
+*Genesys Cloud CX Workforce Management is needed for optimizing scheduling.
 *Gamification/ Performance Manager must decides on the Performance data that needs to be measured.
 *Supervisor and Agents need to finalize the performance objectives that are to be achieved including the KPI that needs to be tracked.
 *Periodic review process with necessary learning items and coaching should take place between the Supervisor and agent to agree the final targets.
 *Agents can view their Assigned Learning Module from Module Icon in the Inbox
-*Agents can also view their Assigned Learning items with appropriate due dates in the Activity Tab of Genesys Cloud.
+*Agents can also view their Assigned Learning items with appropriate due dates in the Activity Tab of Genesys Cloud CX.
 *Agent feedbacks should always be incorporated to enhance the system on a periodic basis.
 |DistributionLogic=N/A
-|CustomerInterfaceRequirements=Solution would be available as part of Genesys Cloud Basic and Advanced WEM modules.
+|CustomerInterfaceRequirements=Solution would be available as part of Genesys Cloud CX Basic and Advanced WEM modules.
 |AgentDeskRequirements=N/A
 |RealTimeReporting=Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
 |HistoricalReporting=Same as Real time reporting. Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
 |Optional=WE01, WE02
-|GeneralAssumptions=Employee Performance functionalities are available only for Genesys Cloud3
+|GeneralAssumptions=Employee Performance functionalities are available only for Genesys Cloud CX3
 |CustomerAssumptions=N/A
 |DocVersion=1.0.1
@@ Line 145: / Line 145: @@
 https://catalog.genesys.com/wem-landing-page/wem-disciplines/wem-employee-performance-discipline/
 }}{{TSSection
-|sectionheading=Genesys Cloud Documentation
+|sectionheading=Genesys Cloud CX Documentation
 |relatedarticles=https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

@@ Line 3: / Line 3: @@
 |Title=Employee Performance
 |Offering=GenesysCloud
 |UCOverview=<span lang="EN-US">High-performing, happy employees are an integral part to a successful contact center. In a recent study by Gartner, 86% of organizations consider employee engagement an equal or more important factor in achieving customer experience (CX) and, consequently, contact center goals. This is because the more engaged an employee is the more likely they will perform well in their role. To meet and surpass employee performance objectives, contact centers need to deploy a holistic, deeply integrated workforce engagement solution that provides the following key capabilities— onboarding development, learning & training, performance management, coaching, and gamification. </span>
@@ Line 48: / Line 26: @@
 <span lang="EN-US">Employee performance metrics across KPIs are gamified into user-friendly performance scorecards and leaderboards. Employees can see how their performance tracks and compares against teammates in real-time — encouraging healthy competition and facilitating performance improvements when needed. Gamification in employee performance management is key to building strong employee engagement, especially when your teams work remotely. By leveraging people’s intrinsic motivator for status and recognition, competition and feeling of community, contact centers are able to motivate their employees to improve their overall performance and develop professionally along the way. </span>
 |UCSummary=Genesys Cloud makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.
@@ Line 108: / Line 102: @@
 #Attendees can add notes and complete the Coaching Appointment when done.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=Development and Feedback (Currently in Beta Program)
+|BusinessFlow=Development and Feedback
 |BusinessImage=https://www.lucidchart.com/documents/edit/5db640ca-31aa-47ce-8264-db108d34d90a/0
 |BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.