Supervisor activity overview

Prerequisites
  • Genesys Cloud 3 license or Genesys Cloud User 1 WEM Upgrade II or Genesys Cloud User 2 WEM Upgrade I
  • Gamification > Scorecard > View all division aware permission
  • Gamification > Leaderboards > View all division aware permission 

A supervisor can view an agent’s scorecard and leaderboards for various gamification profiles.

To view an agent’s scorecard and leaderboard, the supervisor must navigate to either one of the following locations:

  • Performance > Workspace > Agent Performance > Agent Name > Scorecard
  • Performance > Workspace > Agent Performance > Leaderboards

To view an agent’s scorecard, the supervisor must have the Scorecard view all permission with division access to the agent’s user division. For example, if Agent A belongs to the home division, Agent A’s supervisor must have the Scorecard view all permission with access to the home division. For more information, see the Scorecard tab section in Agent activity overview

To view leaderboards for various gamification profiles, the supervisor must have the Leaderboard view all permission with access to the divisions that the gamification profiles belong to. For more information, see the Leaderboards tab section in Agent activity overview

  • A custom profile can only belong to one division.
  • Profile members can belong to any divisions. They do not need to belong to the same division as the profile itself.
  • Supervisors with the Leaderboard view all permission can see all the custom profiles for which they have division access. 
  • A custom profile leaderboard will show all the profile members, regardless of their division. 
  • A supervisor will only be able to navigate and view the agent’s scorecard if the supervisor has the Scorecard view all permission with access to the agent’s user division. To navigate and view the agent’s scorecard the supervisor must click the agent’s name in the leaderboard ranking list.