Understand Genesys Cloud EX

Genesys Cloud EX (employee experience) enables organizations to transform their approach to employee engagement and to deliver higher levels of efficiency and effectiveness. Genesys Cloud EX provides a complete set of tools to manage the employee development journey in any organization or discipline.

You can use the Genesys Cloud EX platform for key workforce engagement capabilities and also use an external platform for voice interaction handling. The platform includes capabilities for onboarding, learning and training, workforce management, performance management, gamification, coaching, interaction recording and quality management. You can also use web surveys to invite a customer to provide feedback about a previous interaction with your contact center, while speech and text analytics enables you to gain insights into customer-agent conversations through agent empathy, customer sentiment analysis, and topic trends.

For more information, see About Genesys Cloud EX and About your Genesys Cloud EX subscription. 

Key features

• About gamification
• About performance and engagement
• About coaching
• About development and feedback modules
• About workforce management
• About call recording
• About quality management
• About web surveys
• About speech and text analytics

Platform capabilities

• About Directory administration
• Collaboration with other Internal Users (chat, video call)
• About documents
• About External Contacts
• About Architect—Genesys Cloud EX supports external HRIS integrations. This support enables you to better synchronize employee time-off limits and rules with third-party HR systems. Architect flows and data actions allow you to set up integration with third-party HRIS platforms.
• About integrations
• About single sign-on (SSO)
• About billing
• About the audit log viewer
• About the AppFoundry
• Genesys Cloud and GDPR compliance
• Automatically log in to a client’s account
• Analytics Workspace—Genesys Cloud EX enables you to view analytics data about the employees’ experience, based on the externally synced interactions and agent statuses.
  • About analytics workspace
  • API Usage
  • Dashboards
    • Queues Performance, Queues Activity, My Queues Activity
  • Interactions View 
  • DNIS Performance view 
  • Skills Performance view 
  • Wrap-Up Performance 
  • Agents Performance 
  • My Performance 
  • Agent Development 
  • My Development 
  • My Scorecard 
  • Leaderboards 
  • Agent status 
  • My Schedule 
  • My Status 
  • Scheduled Exports