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There is no training offered without additional monies being paid. Genesys should offer live training and the ability for new users to understand how to use the system.

Genesys doesn't allow users to customize their own reports; when exporting reports there is much manual manipulation required to transform data to gain meaningful insights. For example: once exported the user has to copy/paste the table to a new tab in excel to be able to filter, durations include queue time and wrap up time, callback time includes the time from the callback selection to the time the agents call back, it's difficult to filter by agent unless the user understands which agents belong to which groups (there is no 'select all'), not all performance options are able to be exported and the fields are not in the preset reports. There is a lot of room for growth in the reports section.

There is not an easy way to view agents' status live and historically other than exporting a report and manually spending hours manipulating the data and creating a visual via another program. Visuals need to be more robust and present within the tool prior to exporting.