Genesys + SalesScreen: Contact Center Performance on the Leaderboard
Connect Genesys to SalesScreen and put live agent performance, calls handled, conversion rates, and efficiency metrics, on leaderboards your whole team can see, with AI that helps managers act before performance trends take hold.
What is the Genesys SalesScreen integration?
The Genesys SalesScreen integration brings your live contact center performance data, such as, calls handled, talk time, conversion rates, AHT, and agent utilization, out of Genesys and onto leaderboards and dashboards the whole team can see. When an agent hits a performance milestone, SalesScreen fires an instant recognition moment on the floor display. And SalesScreen's AI monitors agent and team-level metrics continuously, alerting managers when KPIs are trending in the wrong direction and recommending a specific action, think, a sprint contest, a recognition campaign, or a coaching check-in, before performance dips become performance problems.
Benefits of connecting Genesys with SalesScreen
- Performance contests that engage every agent on the floor: SalesScreen turns your Genesys metrics into live leaderboards and sprint contests, ranked by calls handled, conversion rates, AHT improvement, or utilization. Every agent has a live score and a reason to push a little harder on the next interaction.
- Real-time performance visibility for the whole contact center: Calls handled, AHT, queue status, and conversion rates, visible on the floor, all day, for every agent and manager. No one's waiting for an end-of-shift report to know how the team is tracking.
- Milestones recognized in the moment: When an agent hits a personal-best AHT, reaches a conversion milestone, or handles their 100th call of the day, SalesScreen fires an automatic recognition moment, a TV celebration, a badge, a reward. Recognition lands while the energy is still there.
- AI that catches performance shifts before they widen: SalesScreen's AI monitors your Genesys metrics against established agent and team baselines. When AHT starts creeping up, conversion rates slip, or utilization drops below target, managers get a proactive alert, with time to act before it affects service levels.
- Recommended actions, not just dashboards: When the AI detects a performance trend, it surfaces a recommendation: run an AHT-improvement sprint, send a recognition shoutout to agents who are exceeding targets, or flag a specific agent for coaching. The right lever, suggested at the right time.
- Enterprise-grade data in a live, motivating display: SalesScreen takes the rich performance data Genesys already captures and makes it visible and actionable for every agent, not just in analyst dashboards, but on the floor where performance happens.
Data synced:
Get started with Genesys + SalesScreen
Your agents are handling interactions in Genesys right now. Let SalesScreen put every performance metric on a leaderboard, and make sure every manager catches the trends that matter before they affect results.
