Gamification default profile

Prerequisites
  • Genesys Cloud 3 license
  • 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.

Each organization has one gamification default profile. Enable the metrics within the default profile that reflect the performance objectives important to your organization.

Configure the default profile

To access the gamification default profile, complete these steps:

  1. Click Admin.
  2. Under Performance & Engagement, click Gamification Profiles.
  3. Click Default Profile.

Gamification default profile

Profile details

Before managing your metrics, set the timeline for trends and the scope for rankings. 

Once you select the profile, the Details tab allows you to set reporting intervals for customizing trend views and the leaderboard rank limit for agent views. 

Click the image to enlarge.

Under Reporting Intervals, specify the length of time and measure wanted for viewing trends in the performance scorecard and scorecard summary overviews, up to 90 days, 13 weeks, or 3 months. Click Add Interval to include a second reporting period.

Under Leaderboard Rank Limit for Agents, set the number of ranks that you want to appear on the leaderboard for each metric. This limit does not affect users with supervisor roles or elevated permissions, as they still see the top 300 ranks displayed in the leaderboard.

Click Save Details and begin managing your metrics.

Default metrics

The Metrics tab in the default profile contains various preset metrics for you to choose from when setting up your organization’s gamification. You can customize each metric and enable the ones that you want to use.

The default profile view shows the metrics in ranked order, the display names, the metric types, the objective types, the units used, the maximum points achievable, and whether the metrics are enabled.

To configure a metric, click it. To change a metric’s order in the list, click the metric Position and drag it to a new location. This ranked order also determines the order in which the metrics appear to users in the agent activity view.

Note: When you first log in, the default profile view only displays five metrics. To access more metrics, click Add Metric.

Metric Types

Each metric type has a default objective type, which helps define the target zones, unit of measure, and points awarded. You can change the objective type on most metrics to suit your goals.

The metric type determines the units of measure used, measuring in either percent, seconds, or number. The point values for each zone can be singular or a range.

Note: Configured unit and point values must increase or decrease in the correct direction based on the selected objective type.

Here is a breakdown of the predefined objective types:

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.

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

 

To manage KPIs for your organization, see Select and manage metrics.