Genesys Cloud – Analyze customer effort in Journey Management

In a future release, Genesys Cloud will calculate an Effort Score from customer interaction behavior and provide an Effort Score dashboard in Journey Management. The score uses weighted calculated factors that measure elapsed time, unproductive (idle) time, transitions and wasted effort (incompletes) to measure the effort customer experience across journeys. Experience owners and analysts can view the organization’s Effort Score, track changes over time, and examine the factors that contribute to higher or lower effort. This capability helps users identify sources of customer friction from existing interaction data without relying only on customer surveys.

What’s changing

Genesys Cloud will add the following capabilities to Journey Management:

• Behavior-based Effort Score – Calculates an Effort Score from Genesys Cloud interaction data and groups results into effort segments.
• Effort Score dashboard – Provides an organization-level view of the Effort Score, with a 30-day default view that includes the average score, trend, number of conversations, and number of customers. 
• Effort trends – Shows how the organization’s Effort Score changes over the selected time period.
• Effort segments – Allows analysts to filter the dashboard by Very High, High, Low, and Very Low effort segments.
• Effort factors – Shows the relative contribution of each factor to the organization’s Effort Score and allows analysts to examine how individual factors affect the score.

Why this matters

The Effort Score gives experience owners and analysts a way to identify where customers encounter friction based on observed interaction behavior. Instead of depending only on survey responses, users can continuously evaluate effort across customer interactions, identify the factors contributing to higher effort, and focus their analysis on areas where customers may be having difficulty.

Action required

No action is required. Users with the appropriate permissions can access the Effort Score dashboard when the Effort Score feature is enabled for their organization.