Gamification default profile


Prerequisites
  • Performance Management Admin role
    Note: The Performance Management Admin role is enabled for all new organizations. However, anyone with an existing org needs to add this new role by using the Authorization API to restore all default roles.

Performance management focuses on defining objectives and measuring the performance of individuals and teams against these goals. Based on measured performance, supervisors can recognize good performance, diagnose issues, and course correct agents as part of an ongoing performance management process.

As a performance administrator, you can create performance objectives based on available Genesys Cloud metrics, and define the associated performance zones.

The following video walks you through an overview of the gamification setup:

Configure the default profile

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

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

Default metrics

The default profile contains various preset metrics for you to choose from when setting up your organizations gamification. You can customize each metric and enable the ones 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.

Here you can reorganize the metrics by clicking and dragging their Position, and select metrics to configure. The ranked order here 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 additional metrics, click Add Metric.

Metric Types

Each metric type is assigned a default objective type, which helps define the target zones, unit of measure, and points awarded. Objective types can be changed on most metrics to better fit 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 either 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 towards 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 towards an ideal target range. 

Out of Bounds

Target

Out of Bounds

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

Target

Out of Bounds

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

Target

Good Performance

Out of Bounds

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

Target

Great Performance

Good Performance

Out of Bounds

Higher is Better to Maximum Encourages agents to improve performance results towards 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 towards a lower target value.

Out of Bounds

Good Performance

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

Out of Bounds

Good Performance

Target

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

Out of Bounds

Good Performance

Great Performance

Target

Lower is Better to Minimum Encourages agents to improve performance results towards 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.