FAQs: Gamification

Can I redeem performance points?

There is not a way to redeem performance points within Genesys Cloud.

How are performance points calculated?

Performance points calculate in real time when users meet or exceed performance… [More]

If a user forgets to log out of the queue at the end of a shift, is this adjusted in the points for punctuality?

There is no way to adjust points if a user forgets to… [More]

What are performance points?

Performance points represent an intangible reward to users when they achieve or… [More]

Which time zone is used for workdays?

If you are using Workforce Management (WFM), gamification uses the BU/MU time… [More]

Why are my points decreasing during the workday?

User metrics change throughout the workday to reflect your performance. Performance points… [More]

Why can’t I see the punctuality data in my account?

You can only see punctuality data if you have customer interactions scheduled… [More]

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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