Configure gamification profile metrics

Prerequisites
  • Genesys Cloud 3 license or Genesys Cloud User 1 WEM Upgrade II or Genesys Cloud User 2 WEM Upgrade I
  • Performance Management Admin role
    Note: The Performance Management Admin role is enabled for all new organizations. However, anyone with an existing org must add this new role by using the Authorization API to restore all default roles.

A profile is made up of details, metrics, and members. When creating a custom profile each of these three profile components must be configured. 

For more information about configuring the profile details and members, see Configure gamification profile details, and Manage profile memberships.

Use the Metrics tab in a gamification profile to manage a profile’s metrics.

View a profile’s metrics

  1. Click Admin.
  2. Under Performance & Engagement, click Gamification Profiles.
  3. Click a profile.
  4. Click the Metrics tab.

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Note: If you are creating a profile, the Metrics tab is not available until you save the profile. When you save the new profile, all metrics and objectives from the default profile are available for inclusion in the new profile.
Interface Element Description
Position Order in which the metrics appear to agents in the agent activity view.
Display Name Name that you want to appear in agent views and supervisor views for this metric.
Metric Type Metric that the profile is measuring.
Objective Type Objective that defines the performance measurements. 
Units Units of measure for the metric.
Max Points Maximum number of points agents can earn.
Source Metric source. If you copied the metric from the default profile, the source is “Default Profile”. If you created the metric for this profile, the source is “This Profile”. 
Enabled Status of the metric.

Metric configuration options

To configure a metric, you can:

  • Create a metric that you can customize for this profile. This metric does not sync to the default profile metric.
  • Copy a metric from the default profile to this profile. For example, you can copy metrics from the default profile that were added after this custom profile was created. Changes to the default profile metric are reflected in the copied metric. You cannot copy a metric from the default profile that is in this profile already.
    Note: You cannot copy metrics from a custom profile to the default profile.
  • Edit an existing metric in this profile. 

Configure a metric

  1. Create a profile or edit an existing profile.
    Note: When creating a new profile, the Metrics tab appears after you configure the new profile and click Create Profile.
  2. Select the Metrics tab.

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    • To create a metric, click Create Metric.
    • To copy a metric from the default profile:
      1. Click the arrow next to Create Metric, and then click Copy Metric.
      2. Click the default profile metric to copy and then click Copy Metric.
    • To edit a metric in the profile, click the metric in the list.
    1. Select the Details tab and in the Display Name box, type the name that you want to appear in agent views and supervisor views for this metric. 

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    2. In the Metric Type list, click the type of metric to include in the profile. If you are editing a metric, you cannot change the metric type. 
    3. Select a media type from the options available under the Media Types title. You can create a metric for an sms, message, email, incoming interaction, all interactions, or all media types. 
    4. Select the queue associated with the selected metric type from the Queues list. 
    5. On the Objective tab in the Objective Type list, click the type of objective to use with this metric. Some metrics have a set objective type and you cannot change it. 

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    6. Set the upper and lower limits for each zone, in the unit of measure for the objective type. 
      Note: To use your current analytics to help establish a baseline, see Agents Performance views overview.
    7. Set the points to award when an agent’s performance falls within a particular zone. You can specify a single point value or a range of points. To switch from one to the other, click the diagonal arrows beside the point box.

      Zone Points Awarded
      Out of bounds (upper or lower limit) None
      Good performance (lower limit) Number of points configured for the lower limit.
      Good performance (upper limit) Number of points configured for the upper limit.
      Target Maximum

    8. Move the Disabled slider to the right. Metric enablement takes effect immediately.
    9. Save your changes.

      Gamification includes a set of predefined metrics that (in most cases) you can customize to suit your goals. The metric type determines the unit of measure used (percent, seconds, or a number).

      The metrics are either built in or external. The table below lists all the built in metrics. For more information about external metrics, see Configure external metrics for performance scorecards

      Metric name Options Units Metric measured
      After Call Work Time Ratio Media types

      Queues

      Percent Total After Call Work time / Total handle time
      Average After Call Work Media types

      Queues

      Seconds Total After Call Work time / Count of interactions
      Average Handle Time

      Media types

      Queues

      Seconds Total handle time / Count of interactions
      Average Hold

      Media types

      Queues

      Seconds Total hold time / Count of interactions with a hold
      Calls Transferred Ratio Media types

      Queues

      Percent Total calls transferred / Total calls for a day
      Conformance* N/A Percent Actual On Queue / Scheduled On Queue for a day. 

      Feature coming soon:

      Detected Topics

      N/A Percent

      This is the percentage of interactions that have been analyzed for topic spotting and include the selected topics for the specific day.

      When Detected Topics is selected you must select the topic names (10 maximum), that you want to configure. You also must select how you want the selected topics to be scored (that is, OR or AND).

      OR – If ‘any one’ or ‘subset’ or ‘all’ of the topics configured for the metric are detected in a single communication, it will be counted once towards the detected topic score.

      AND – Only if all the topics configured for the metric are detected in a single communication, it will be counted once towards the detected topic score.

      Hold Time Ratio Media types

      Queues

      Percent Total hold time / Total handle time
      Interactions Answered Ratio Media types

      Queues

      Percent Total interactions answered / Total interactions received
      Interactions per Hour Media types Number Total count of interactions / Total On Queue time

      Number of Interactions

      Media types

      Queues

      Number Total count of interactions for a day
      Number of Interactions Answered Media types

      Queues

      Number Total count of interactions answered in a day
      Number of Transfers Media types

      Queues

      Number

      Count of transfers in a day, starting after one call is handled

      Punctuality* N/A Seconds Seconds within range of actual activity start time Activities to measure against:
      • On Queue
      • Break
      • Meal
      • Training
      • Meeting

      Note: The maximum number for the punctuality metric per profile is 1.

      Total Talk Time Media types

      Queues

      Seconds Total talk time

      * Requires Workforce Management (WFM)

      Each metric has a default objective type that defines the target zones and points to award. You can change the objective type on most metrics and configure it as needed. The point values for each zone can be singular or a range. The points that an agent earns determine the agent’s ranking on the leadership board.

      Objective type Description Zones
      Punctuality

      Only valid for the Punctuality metric. Measures how close an agent is to the transition times set by their schedule.

      Note: The maximum transition time is 2 hours.

      Out of Bounds

      Good Performance

      Target

      Target Area
      (Five Zones)
      Encourages outlying agents to improve performance upward or downward toward an ideal target range. 

      Out of Bounds

      Good Performance

      Target

      Good Performance

      Out of Bounds

      Target Area
      (Three Zones)
      Encourages outlying agents to improve performance upward or downward toward an ideal target range. 

      Out of Bounds

      Target

      Out of Bounds

      Higher is Better
      (Two Zones)
      Encourages agents to improve performance results toward a higher target value.

      Target

      Out of Bounds

      Higher is Better
      (Three Zones)
      Encourages agents to improve performance results toward a higher target value.

      Target

      Good Performance

      Out of Bounds

      Higher is Better
      (Four Zones)
      Encourages agents to improve performance results toward a higher target value.

      Target

      Great Performance

      Good Performance

      Out of Bounds

      Higher is Better to Maximum Encourages agents to improve performance results toward a specific value, where a further increase becomes detrimental.

      Out of Bounds

      Target

      Good Performance

      Out of Bounds

      Lower is Better
      (Two Zones)
      Encourages agents to improve performance results toward a lower target value.

      Out of Bounds

      Good Performance

      Lower is Better
      (Three Zones)
      Encourages agents to improve performance results toward a lower target value.

      Out of Bounds

      Good Performance

      Target

      Lower is Better
      (Four Zones)
      Encourages agents to improve performance results toward a lower target value.

      Out of Bounds

      Good Performance

      Great Performance

      Target

      Lower is Better to Minimum Encourages agents to improve performance results toward a lower target value, where a further decrease becomes detrimental.

      Out of Bounds

      Good Performance

      Target

      Out of Bounds