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Development and Feedback

Development and Feedback (Genesys Cloud Performance and Engagement)

Section Description
Feature Area Performance and Engagement
Admin Location Admin → Performance and Engagement → Development and Feedback
Primary Function Create, assign, and manage training and assessment modules for agents and employees
Training Sources Genesys Beyond content or custom organization-created modules
Module Types Learning, Learning with Assessment, Assessment
Typical Users Supervisors, Quality Administrators, Performance Managers, WEM Administrators
Key Dependency Performance Management / WEM capabilities must be enabled for the organization :contentReference[oaicite:0]{index=0}

Development and Feedback provides the training layer of Genesys Cloud performance management. It allows administrators and supervisors to assign prepackaged or custom learning content to help bridge knowledge gaps, reinforce coaching plans, and support continuous agent improvement. The module supports both educational content and scored knowledge checks, and it can automatically assign modules based on organizational criteria such as ACD skills, divisions, or groups. :contentReference[oaicite:1]{index=1}

Summary Table

Attribute Details
Feature Type Performance Management / Learning Management
Core Purpose Deliver development modules and assessments to employees
Assignment Model Manual assignment and auto assignment
Content Types Files, documents, learning content, assessments
Scoring Support Available when module includes assessment/question groups
Automation Inputs ACD skills, divisions, groups
Transcript Source Coverage Module types, assignment model, basic create flow
Documentation Coverage Performance management and WEM positioning of development modules :contentReference[oaicite:2]{index=2}

Study Notes

Topic Explanation
Development Modules Structured learning content assigned to users
Feedback Used to guide improvement and address knowledge gaps
Genesys Beyond Genesys-provided training content that can be assigned
Custom Modules Organization-built learning modules
Module Type Determines whether the module is educational only or includes an assessment
Auto Assign Automatically assigns modules to users based on matching criteria
Assessment Content Question groups and questions similar to evaluation forms
Recommended Completion Date Target completion date set by the administrator

Development and Feedback is part of Genesys Cloud performance management and is intended to improve agent performance through guided learning, evaluation follow-up, and targeted knowledge reinforcement. Agents can access assigned training modules as part of their performance experience. :contentReference[oaicite:3]{index=3}

Transcript Implementation Notes

Source: Transcript

The instructor describes Development and Feedback as part of Performance and Engagement and explains that administrators can assign Genesys Beyond training or create their own modules.

Step Instruction
Step 1 Go to Performance and Engagement → Development and Feedback
Step 2 Choose to assign Genesys Beyond training or create a custom module
Step 3 Select the module type: Learning, Learning with Assessment, or Assessment
Step 4 Enter a name and description
Step 5 Set a recommended completion date
Step 6 Add content such as files or documents
Step 7 Add question groups and questions if assessment content is required
Step 8 Configure Auto Assign rules based on ACD skills, divisions, or groups
Step 9 Save and assign the module

Transcript-derived implementation guidance:

Item Guidance
Module Type Selection Choose Learning when no assessment is needed, Learning with Assessment when content and scoring are both needed, and Assessment when the goal is testing only
Content Strategy Attach documents or files that directly support the coaching objective
Assessment Design Build question groups similar to evaluation forms for consistency
Targeting Strategy Use Auto Assign to align modules with teams, skills, or organizational segmentation
Character Limits Not explicitly documented in the transcript
Required Fields Name and module type are clearly implied by the create flow; other required-field behavior is not explicitly documented in Genesys UI documentation

Navigation

Task Navigation Path
Open Development and Feedback Admin → Performance and Engagement → Development and Feedback
View modules Admin → Performance and Engagement → Development and Feedback
Create module Admin → Performance and Engagement → Development and Feedback → Create
Edit module Admin → Performance and Engagement → Development and Feedback → Edit
Assign module Admin → Performance and Engagement → Development and Feedback → Assign
Configure auto assignment Admin → Performance and Engagement → Development and Feedback → Auto Assign
Review assigned training as agent Agent performance area / assigned modules view (exact UI path not explicitly documented in Genesys UI documentation)

Configuration Fields (UI Form Fields)

Main Page

UI Field Description Options
Module List Displays existing development and feedback modules Read-only
Module Name Name of the module Read-only in list
Module Type Indicates module category Learning / Learning with Assessment / Assessment
Description Short explanation of module purpose Read-only in list
Recommended Completion Date Target completion date for assignees Date
Assignment Status Shows whether module is assigned/published/active Not explicitly documented in Genesys UI documentation
Search Search for modules Text field
Filter Filter modules list Not explicitly documented in Genesys UI documentation
Create Start a new module Button
Edit Modify selected module Button
Delete Remove selected module Button
Assign Assign module manually Button
Refresh Reload module list Button

Create/Edit Form

UI Field Description Options
Module Name Unique module title Text
Description Explains the objective of the module Text area
Module Type Defines whether content includes assessment Learning / Learning with Assessment / Assessment
Recommended Completion Date Suggested completion target Date picker
Content Add learning content Files / Documents
Question Group Name Groups assessment questions Text
Add Question Create assessment item Button
Question Type Assessment question type Multiple Choice / Yes-No / Range (transcript aligns these with evaluation-style questions)
Question Name Name/title of question Text
Help Text Guidance shown with the question Text
Points Score value Numeric
Require Comments Require additional comments Toggle or option; not explicitly documented in this specific UI, but transcript states similar question behavior
Conditional Display Show question conditionally Not explicitly documented in Genesys UI documentation for this page; transcript says questions can be conditional in similar form behavior
Auto Assign Opens or enables assignment rules Button / section
Save Save module Button
Publish Make module available Not explicitly documented in Genesys UI documentation for this page; transcript does not explicitly confirm publish behavior for modules
Cancel Cancel changes Button

Character limits for Module Name, Description, and Question Group Name are not explicitly documented in Genesys UI documentation.

Tabs, Toggles, Dropdowns, Action Buttons

Element Type Items
Tabs Content / Assessment / Auto Assign (exact tab names not explicitly documented in Genesys UI documentation; these are logical create areas derived from transcript workflow)
Dropdowns Module Type / Question Type
Toggles Auto Assign enabled state, Require Comments (specific toggle labels not explicitly documented in Genesys UI documentation)
Date Controls Recommended Completion Date
Upload Controls Add files / documents
Action Buttons Create / Save / Cancel / Edit / Delete / Assign / Add Question / Auto Assign
Text Inputs Module Name / Description / Question Group Name / Question Name / Help Text

Dependencies

Component Purpose
Performance Management Base feature area for Development and Feedback :contentReference[oaicite:4]{index=4}
Workforce Engagement Management (WEM) Broader feature family that includes development modules :contentReference[oaicite:5]{index=5}
Users and Permissions Needed to assign modules and manage access
ACD Skills Can be used for Auto Assign rules
Divisions Can be used for Auto Assign rules
Groups Can be used for Auto Assign rules
Documents / Files Used as attached module content
Evaluation-style Question Logic Assessment section follows question-group/question patterns similar to evaluation forms

Platform Integration / Related Components

Component Relationship
Genesys Beyond Prepackaged training content source mentioned in transcript
Evaluations Evaluation outcomes often drive coaching and targeted module assignment
Coaching Modules can reinforce coaching plans and identified performance gaps
Scorecards Training completion and performance improvement are related in agent performance management :contentReference[oaicite:6]{index=6}
Gamification Another Performance and Engagement feature used alongside learning modules
Groups / Divisions / Skills Organizational targeting dimensions for Auto Assign
Documents Storage or selection of training materials
Reports, Views, and Dashboards Used to monitor broader performance outcomes related to training effectiveness :contentReference[oaicite:7]{index=7}

Integration Examples

Integration Description
HR/LMS Export Track completion outside Genesys Cloud using exported reports or manual reconciliation
Analytics / Performance Reporting Correlate training assignments with performance results in reporting views
Notifications API Can support downstream workflow when assignment/completion events are exposed through organizational integrations; not a UI field
API Usage / External BI External dashboards can consume performance data for learning impact analysis, where available through supported reporting pipelines

Example integration workflow:

Evaluation Released
        ↓
Supervisor Identifies Knowledge Gap
        ↓
Development Module Assigned
        ↓
Agent Completes Module
        ↓
Performance Metrics Reviewed in Dashboard
        ↓
Optional External BI / Coaching Follow-up

Related Topics / Further Reading

Topic Description
Performance Management Parent feature area for modules and scorecards ([Genesys Cloud Resource Center][1])
Workforce Engagement Management Suite that includes development modules, gamification, and quality tools ([Genesys Cloud Resource Center][1])
Evaluation Forms Similar question-group and scoring model for assessments
Gamification Performance engagement mechanism complementary to training
External Metrics Definitions Scorecard enrichment with third-party metrics
Reports, Views, and Dashboards Monitor performance changes after training assignments ([Genesys Cloud Resource Center][1])

Implementation Checklist

Task Status
Confirm Performance Management / WEM licensing and access ☐
Review target audience for training ☐
Decide whether to use Genesys Beyond or custom content ☐
Choose module type ☐
Prepare files/documents ☐
Build assessment question groups if needed ☐
Define recommended completion date ☐
Configure Auto Assign rules ☐
Validate assignment scope (skills/divisions/groups) ☐
Test with pilot users ☐

Implementation Guide

Step Action
Step 1 Navigate to Admin → Performance and Engagement → Development and Feedback
Step 2 Click Create
Step 3 Enter Module Name and Description
Step 4 Select Module Type: Learning, Learning with Assessment, or Assessment
Step 5 Set Recommended Completion Date
Step 6 Add files or documents as content if applicable
Step 7 Add question groups and questions if assessment is required
Step 8 Configure Auto Assign rules using ACD skills, divisions, or groups
Step 9 Save the module
Step 10 Validate that the correct users receive the assignment

How to Implement

Phase Description
Planning Identify business gap, coaching objective, and target audience
Content Build Prepare learning materials and assessment questions
Module Design Choose the right module type and structure
Assignment Design Decide manual assignment vs Auto Assign
Validation Test with a pilot group
Rollout Deploy to production user groups
Measurement Review completion and post-training performance

Workflow

Performance Gap Identified
        ↓
Supervisor Creates Module
        ↓
Content Added
        ↓
Assessment Added (Optional)
        ↓
Manual or Auto Assign
        ↓
Agent Completes Module
        ↓
Supervisor Reviews Progress and Performance

Architecture Diagram

Supervisor / Admin
       ↓
Development and Feedback Module
       ├─ Learning Content
       ├─ Assessment Questions
       └─ Auto Assign Rules
       ↓
Target Users (by Skills / Divisions / Groups)
       ↓
Agent Completion Experience
       ↓
Performance Management / Coaching / Scorecard Review

Real Flow Scenarios

Scenario 1 – Evaluation-Driven Remediation

Agent receives low evaluation score on compliance
        ↓
Supervisor creates "Compliance Refresher" module
        ↓
Module type = Learning with Assessment
        ↓
Assigned to impacted agents
        ↓
Agents complete module and assessment
        ↓
Future evaluations improve

Scenario 2 – Onboarding by Skill Group

New ACD skill introduced
        ↓
Admin creates product knowledge module
        ↓
Auto Assign rule targets users with that ACD skill
        ↓
Users receive module automatically
        ↓
Completion tracked as part of onboarding

Usage Scenarios

Scenario Description
New hire onboarding Deliver standard learning content to new agents
Post-evaluation coaching Assign targeted remediation after poor evaluations
Product launch training Deliver new knowledge to selected teams
Compliance refreshers Reinforce required policies and scripts
Skill-based enablement Auto assign modules by ACD skill
Division-specific training Assign modules based on business unit or division

Implementation Examples

Example Configuration
Compliance Refresher Learning with Assessment / assigned to regulated queue teams
Product Launch Training Learning / assigned to sales division
Knowledge Validation Quiz Assessment / assigned to support group
New Hire Fundamentals Learning with Assessment / auto assigned to onboarding group

Design Example

Module Name: Billing Policy Refresher
Type: Learning with Assessment
Content: PDF policy guide + quick reference sheet
Question Groups: Policy Rules / Escalation Handling
Auto Assign: Billing division + selected support groups
Completion Target: 7 days

Best Practices

Practice Reason
Match module type to objective Prevent unnecessary complexity
Keep modules focused on one coaching goal Improves completion and retention
Use clear, action-oriented titles Makes assignment purpose obvious
Attach concise supporting documents Reduces learner fatigue
Reuse evaluation-style scoring patterns Creates consistency across quality and training
Pilot Auto Assign rules first Avoids incorrect broad assignment
Align modules with coaching plans Improves measurable performance outcomes
Review completion and performance together Training value is proven by behavior change

Source: Operational Best Practice

Naming Convention

Resource Example
Learning Module Billing_Policy_Refresher
Assessment Module Security_Awareness_Assessment
Combined Module New_Hire_Onboarding_Learning_Assessment
Question Group Product_Knowledge
Auto Assign Rule AutoAssign_Billing_Division_Compliance

Naming pattern:

<BusinessArea>_<Topic>_<ModuleType>

Examples:

Support_LoginTroubleshooting_Learning
Compliance_CallHandling_Assessment
Sales_NewOffer_LearningWithAssessment

Security Considerations

Control Description
Role-Based Access Limit who can create, edit, assign, and delete modules
Content Governance Ensure attached files/documents are approved and current
Division-Aware Assignment Prevent users from receiving irrelevant or restricted training
Auditability Maintain records of who created and assigned training
Privacy Do not attach sensitive data unless properly governed
Least Privilege Grant only required permissions for content management and assignment

Limitations / Constraints

Constraint Description
Character Limits Not explicitly documented in Genesys UI documentation
Publish Behavior Not explicitly documented in Genesys UI documentation for this specific feature page
Exact Filter Set on Main Page Not explicitly documented in Genesys UI documentation
Auto Assign Logic Dimensions Transcript explicitly mentions ACD skills, divisions, groups
Module Types Limited in transcript to Learning, Learning with Assessment, Assessment
Assessment Question Model Transcript states assessment questions are similar to evaluations
Dependency on Feature Availability Performance Management / WEM access is required ([Genesys Cloud Resource Center][1])

Troubleshooting

Issue Cause Resolution
Users did not receive module Auto Assign criteria did not match Verify ACD skills, divisions, or groups
Wrong users received module Assignment criteria too broad Refine Auto Assign scope and pilot first
Assessment incomplete Required content or question groups missing Review module structure
Low completion rate Module too long or unclear Simplify content and clarify objective
No measurable performance change Module not aligned to root cause Rework training to address actual gap
Attached document unavailable File/content issue Re-upload approved content and retest

Interview Cheat Sheet

Question Answer
What is Development and Feedback? Genesys Cloud feature for assigning training and assessment modules
What module types are available? Learning, Learning with Assessment, Assessment
What can be used as content? Files or documents; Genesys Beyond can also be assigned
How can modules be assigned automatically? By ACD skills, divisions, or groups
How is it related to performance management? It supports coaching, development, and continuous improvement ([Genesys Cloud Resource Center][1])
Are APIs UI fields? No; APIs belong under integration, not UI configuration

Key Takeaways

Topic Summary
Development and Feedback Training and assessment capability within Performance and Engagement
Module Types Learning, Learning with Assessment, and Assessment
Content Model Files/documents plus optional question groups
Auto Assign Targets users by ACD skills, divisions, or groups
Business Value Reinforces coaching and closes performance gaps
Documentation Gaps Some exact UI labels and field limits are not explicitly documented in Genesys UI documentation

Screenshots

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