SuccessKPI Features
Quality Assurance (3)
Evaluation
Provides tools for evaluating customer interactions
Calibration
Offers features for maintaining fair and consistent scoring
Reports
Generates quality and performance reports
Engagement (3)
Feedback
Tools for providing personalized feedback and coaching sessions
Dashboards
Provides a centralized dashboard for agents to view their scores and feedback
Training
Tools for educating and training agents
Performance (2)
Integrations
Integrates with other customer service or CRM software
Compliance
Helps ensure customer privacy and data protection
Workforce Management (5)
Agent Availability
Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management
Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling
Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service
Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access
Allows users to access the software using mobile devices.
Administration (5)
Automation
Automates some or all operation related tasks
Performance Analysis
Monitors call volume and quality to evaluate agent performance.
Dashboards
Has a centralized dashboard for users to interact with.
Forecasting
Forecasts scheduling needs based on historical data.
Intraday Management
Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.
Generative AI (3)
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Summarization
Condenses long documents or text into a brief summary.
Agentic AI - Genesys AppFoundry Marketplace (6)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives


