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Introducing Multiple Customized Gamification Profiles!!!

  • 1.  Introducing Multiple Customized Gamification Profiles!!!

    GENESYS
    Posted 12-01-2021 09:20
    Edited by Tracy Vickers 12-08-2021 10:07

    Genesys Cloud just released an important customization to Performance Management / Gamification.

    Now you can create multiple customized profiles within Gamification. This will enable supervisors / admins to set different performance objectives for groups of employees who have shared performance goals by adding them into different profiles with relevant set of metrics and goals. For example, administrators can create different profiles for the organization's technical support agents vs. escalation call agents.

    Ready to enable this for your org? Visit About Gamification article in the Resource Center for additional information on how to set up custom gamification profiles.


    If you are unfamiliar with how you can use gamification to manage employee performance - watch this short video!


    #Gamification
    #PerformanceManagement
    #QualityManagement
    #RewardsandRecognition
    #WorkforceEngagementManagement

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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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  • 2.  RE: Introducing Multiple Customized Gamification Profiles!!!

    Posted 12-02-2021 09:38
    Shikha:

    So we will now be able to customize goals by Division or like in WEM Business Unit and Management Unit?  If so this is a great add as that was what was preventing us from rolling it out to other groups.

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    Lisa Cummings
    AdaptHealth LLC
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  • 3.  RE: Introducing Multiple Customized Gamification Profiles!!!

    GENESYS
    Posted 12-02-2021 09:44
    Hi Lisa,

    Yes! You will get granularity to add members to each profile even down to the agent level. You could add an entire division or a specific MU or even a small group of agents depending on your use case. Try it out and let us know if you have any further feedback.

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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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  • 4.  RE: Introducing Multiple Customized Gamification Profiles!!!

    Posted 12-08-2021 10:19
    This is a big step for gamification and something my customers have been waiting for before rolling out so happy to see this now live!!

    I have a question around metrics, i have some customers who no longer focus on the standard contact centre KPI's which is included within Gamification but more on the more newer metrics out in the wild such as:

    - Net promoter score
    - Customer Satisfaction
    - First Contact Resolution

    Are there any plans to add these to the available metrics to be used on the score cards?

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    Gerard McGlynn
    IP Integration Ltd
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  • 5.  RE: Introducing Multiple Customized Gamification Profiles!!!

    GENESYS
    Posted 12-08-2021 10:49
    Hi Gerard -

    We have an upcoming feature (External Metrics within Gamification) which will go BETA next year, wherein customers can bring in metrics external to genesys cloud and use them within gamification to measure employee performance.

    If customers are using external survey providers to measure NPS, CSAT - this feature would be the way to go. Same applies to First contact resolution metric data which potentially is external to genesys cloud.

    You can subscribe to the idea here: https://genesyscloud.ideas.aha.io/ideas/WEM-I-783


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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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  • 6.  RE: Introducing Multiple Customized Gamification Profiles!!!

    Posted 02-08-2022 13:35
    Hi Shikha!

    Is there a way to define a specific interaction type from the metric profile?  The metrics would be very different for calls vs emails vs chats.

    Thanks!

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    Tam Cao
    i3Vision Technologies Inc.
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  • 7.  RE: Introducing Multiple Customized Gamification Profiles!!!

    GENESYS
    Posted 02-08-2022 15:42
    Hi Tam,

    There's a feature we have on roadmap which will help with this use case - 'Metric optionality by media type and queue'.

    You are right that currently we have metrics which are cumulative across media type. With this feature, customers would be able to add a granularity of defining metrics per media type and/or per queue. e.g. you can create a seperate metric for AHT for emails vs AHT for chat etc and define objectives individually for each.

    Here's the idea for it: https://genesyscloud.aha.io/ideas/ideas/WEM-I-731.

    Hope this helps.

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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
    ------------------------------



  • 8.  RE: Introducing Multiple Customized Gamification Profiles!!!

    Posted 03-23-2022 12:33
    Hey Shikha,

    There are quite a few metrics on the Gamification section that I think could be included such as hold time amount. Average talk, average handle, things like Number of transfers would be better as a percentage than numeric value.

    Can a email be triggered to an agent on a daily basic or weekly basis for their performance ?
    The reason for this is we have 600 agents that don't use Genesys UI therefore would be team leaders taking a screen shot of the performance daily/weekly.

    Thanks Shikha great feature too.

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    Nitin Jadva
    Utility Warehouse Limited
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  • 9.  RE: Introducing Multiple Customized Gamification Profiles!!!

    GENESYS
    Posted 03-23-2022 13:07
    Hi Nitin - Thanks for the feedback.

    Currently, we don't have any email capability but that's an interesting use case to consider. General objective was to make the gamified performance available near real-time to agents as they are progressing in their workday.

    We have gamification metrics currently available documented here: https://help.mypurecloud.com/articles/configure-gamification-profile-metrics/ and some of the ones you mentioned above are available today like Average Handle Time, Average Hold Time etc.

    Highly encourage you to add these ideas to Genesys idea portal as well.


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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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  • 10.  RE: Introducing Multiple Customized Gamification Profiles!!!

    Posted 03-23-2022 15:42
    Thank you for the quick reply, much appreciated, watched your demo too on youtube!

    It would be great if we could have the ability to delete a profile too, I imagine once I roll this out to my org, there are over 50 different teams that will be making their own profile.

    Thanks again for your time.

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    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
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  • 11.  RE: Introducing Multiple Customized Gamification Profiles!!!

    GENESYS
    Posted 03-23-2022 16:10
    Yes, we have the ability to archive or delete a profile on roadmap which might help here.

    Don't forget to add these ideas on Genesys idea portal https://genesyscloud.ideas.aha.io/ideas/.

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    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
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