How does Genesys Cloud handle agent skills assessment?

Genesys Cloud effectively manages agent skills assessment through a systematic tracking and categorization of agent competencies. This approach allows the platform to accurately evaluate an agent's skills and proficiency in their respective roles. By systematically categorizing competencies, Genesys Cloud can identify skill gaps, tailor training programs to individual agents, and ensure that agents are equipped with the necessary skills to provide optimal customer service.

This method is data-driven, which enables organizations to make informed decisions about workforce management, optimize resource allocation, and enhance overall performance. It emphasizes continuous improvement and development rather than relying on less structured methods, which may not yield reliable or actionable insights.

This systematic approach contrasts with other methods like random testing or relying solely on customer feedback, which may not provide a comprehensive picture of an agent's skills. Performance reviews conducted annually also lack the immediacy and granularity needed for effective skill assessment, making systematic tracking and categorization the most effective method for this purpose.