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NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

  • 1.  NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

    GENESYS
    Posted 02-24-2021 11:26

    Genesys Cloud just released native Gamification for performance management and a redesigned, employee-centric Activity UI to all GC3 licenses.

    The Activity
     area provides personalized, one-click access to all the information an agent needs while off-queue, including:

    • Day's Schedule at a Glance
    • Overall Performance and Personal Bests
    • Performance Scorecards & Leaderboards to understand how performance compares to peers' and past trends
    • Upcoming Coaching and Training sessions

      Watch this short video to learn more about this release!






      Ready to enable this for your org? Visit About Performance Management and Gamification in the Resource Center for additional information on set up, or watch this tutorial for a quick guide on how to enable:



      #Omni-ChannelDesktop/UserInterface
      #Reporting/Analytics
      #Roadmap/NewFeatures

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      Sara Vallejo
      Genesys
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    • 2.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 02-24-2021 20:45
      Hi Sara,

      This is great - I've just been demoing this to one of our customers and they're super excited!

      Assuming this is the initial release, will there be any options around applying the gamification profiles to specific users? For example, we don't want Sales agents competing with Service agents because they have different sets of goals. There currently seems to be just the default profile and no ability to create new ones.

      Also, hoping there will be some views/filters which can be saved so supervisors can view their own teams etc.

      Will


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      Will Bellerby
      Pyrios NZ Ltd
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    • 3.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Top 25 Contributor
      Posted 02-24-2021 21:41
      Edited by Vaun McCarthy 02-24-2021 21:56
      Agreed, should be ideally able to create multiple profiles and potentially associate them in a Group (you can only split the view of the leaderboards by division at the moment) or maybe even through the org structure by picking team leaders/supervisors.  Looks great but yes the reality is we'd end up with two or more completely unrelated groups of users competing where their activities are not common and it's not always possible to just split them into a division.

      Hopefully this is already on the roadmap and isn't waiting for someone to create a bunch of ideas around it :)

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      Vaun McCarthy
      NTT New Zealand Limited
      ------------------------------



    • 4.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 02-25-2021 10:37
      Hi @Vaun McCarthy and @Will Bellerby,

      Happy to hear you're already taking advantage of this new capability! Support for multiple gamification profiles per organization is on the roadmap, as well a number of additional releases for gamification like additional performance metrics, game mechanics, reporting functionality​, and more.

      If you're not already a part of the WEM Community, I invite you to join - we'll continue to share information on everything gamification and employee engagement and performance.

      Sara

      ------------------------------
      Sara Vallejo
      Genesys
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    • 5.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GCAP Member
      Posted 03-01-2021 12:55
      This is literally the ONLY place that specifically mentions that this feature is for GenCloud 3. None of the articles mention this.

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      Angel R.
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    • 6.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 03-01-2021 13:32
      Edited by Shikha Khattar 03-01-2021 13:32
      Thanks for sharing feedback, @Angel Rodriguez. We will update our documentation to reflect this.​

      ------------------------------
      Shikha Khattar
      Genesys - Sr. Product Manager- WEM
      ------------------------------



    • 7.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GCAP Member
      Posted 03-03-2021 06:29
      Hi there
      Regarding the mention of additional performance metrics in future releases. Just curious - any sneak peaks as to what those might be? I'd love to see a wrap code metric, specifically a count of identified wrap codes,
      Thanks!

      ------------------------------
      Emily Kammerer
      Ascendium Education Group, Inc.
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    • 8.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 03-12-2021 17:00
      Hi Emily - Great to see the excitement. Wrap code is an interesting one, we have not yet explored that one!

      We are exploring adding External Custom Metrics (e.g. Sales, NPS etc.), Quality Evaluation Metrics, Speech & Text Analytics Metrics.

      Thanks,
      Shikha

      ------------------------------
      Shikha Khattar
      Genesys - Sr. Product Manager - WEM
      ------------------------------



    • 9.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Top 25 Contributor
      Posted 03-13-2021 04:35
      Hi @Emily Kammerer just curious are you meaning here a count of actual wrap up codes vs a timeout/default one being assigned?  Or some way to track if the correct wrapup code was used in calls?​

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      Vaun McCarthy
      NTT New Zealand Limited
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    • 10.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GCAP Member
      Posted 30 days ago
      Hi @Vaun McCarthy
      I was thinking of wrap code counts, as a means of measuring call outcomes. In my ideal world, the specific wrap codes could be defined (so some but not necessarily all). I seem to recall reading somewhere in the community that there was hesitancy in using wrap codes in gamification as agents could 'fake' the results, but I don't feel that's a reason to exclude them as agents could fake most things and I would hope that such things would be identified through a QA process or other means. My supervisors are really interested in allowing the agents the ability to see where their wrap code totals rank compared to their peers in real time.​

      ------------------------------
      Emily Kammerer
      Ascendium Education Group, Inc.
      ------------------------------



    • 11.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 03-09-2021 14:23
      I agree. We were excited about gamification. Unfortunately, it lists all employees on the leaderboard, even those who don't participate in the same metrics.  For us, it appears to not be useful unless we can specify which users are part of gamification and then also sort them into groups so they are competing for common goals unique to each group.

      ------------------------------
      Mark Kastner
      Gate 1 Travel
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    • 12.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 03-02-2021 02:29
      Edited by Regina Arocha 03-02-2021 02:51

      Hi Sara,

      The Gamification feature is really a cool idea.

      In our organization we have a lot of part-time employees. Thus, they will automatically have fewer points than employees that work full-time. Is there something planned to adjust the points to the workload?

      Happy to hear from you.

      Best,
      Regina



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      ------------------------------



    • 13.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 03-02-2021 11:30
      Hi Regina - Thanks for sharing feedback.

      We have an upcoming feature (custom gamification profiles) on roadmap that would solve this problem for you. With that, you can segregate and group your employees into different profiles and have targeted metrics per profile. This way you can set different targets for part time employees vs full-time employees.

      Hope this helps.

      ------------------------------
      Shikha Khattar
      Genesys - Employees
      ------------------------------



    • 14.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 03-02-2021 15:40
      Hello,

      Can we please have a definition for "punctuality"?
      I'd assume this is what we all know as "adherence", although it could also refer to being on time at the start of the day (a lateness metric would also be great by the way).

      https://help.mypurecloud.com/articles/metric-definitions/

      Will

      ------------------------------
      Will Bellerby
      Pyrios NZ Ltd
      ------------------------------



    • 15.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 03-02-2021 17:14
      Edited by Shikha Khattar 03-03-2021 07:40
      Hi Will - It's available on the gamification support documentation page on resource center. Check out select and manage metrics page under this - https://help.mypurecloud.com/articles/about-performance-management-and-gamification/ 

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      Shikha Khattar
      Genesys - Employees
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    • 16.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 03-03-2021 07:39
      Hi Will - Definition is available on the gamification support documentation page on resource center. Check out select and manage metrics page under this -https://help.mypurecloud.com/articles/about-performance-management-and-gamification/  - And, yes, Punctuality is not same as Adherence

      ------------------------------
      Shikha Khattar
      Genesys - Employees
      ------------------------------



    • 17.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Top 25 Contributor
      Posted 03-03-2021 12:45

      For a supervisor profile for gamification will be only available in a future release?   Is there any way at the moment to view the agents' ranking from a supervisor or administrator profile?



      ------------------------------
      Martin Bunting
      i3Vision Technologies Inc.
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    • 18.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 03-04-2021 08:18
      Edited by Shikha Khattar 03-04-2021 08:41
      Hi Martin - If you are asking whether as a supervisor you can access your org's agents ranking in the leaderboard, then yes that is possible. Please navigate to "Performance -> Agents" and you should be able to find leaderboard tab in there. Make sure you have all the right permissions enabled. Check out gamification resource center article for more info - About performance management and gamification - Genesys Cloud Resource Center   - See section 'Start Gamification' for details on permissions.


      ------------------------------
      Shikha Khattar
      Genesys - Employees
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    • 19.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 03-10-2021 03:00
      Edited by HIchem Agrebi 03-10-2021 03:03
      I am greatly missing the concept of team supervisor. A supervisor is a role in Genesys Cloud but there is no way to configure a group of agents and restrict supervisor visibility to that team only.  The grouping of agents should be somehow not specific only to gamification but should apply to reporting, WFM as well.
      Is the planned team features going to be applicable to gamification as well? Also the fact that a user can only be part of one team may be restrictive for the supervisors themselves as typically in real contact center life a supervisor would have a backup to monitor his/her team whilst away and that shouldn't require much configuration if a supervisor had an easy way to see only his team and configure a backup when needed.
      The leaderboard is filtered only by division today.

      Thanks

      ------------------------------
      HIchem Agrebi
      Orange SA
      ------------------------------



    • 20.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GCAP Member
      Posted 03-09-2021 23:52
      Hi There,
      Great concept, however the punctuality metric doesn't allow for awarding points if an agent logs on early. Is there a way to configure it so if an agent logs in early that they get points. I now have team members that are holding off logging on and setting up early so that they can get points for being "on time" which is not ideal

      ta
      Jason.

      ------------------------------
      Jason Pratt
      Noosa Shire Council
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    • 21.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Top 25 Contributor
      Posted 03-10-2021 00:37
      When it comes to punctuality/conformance/adherence anything that's put in needs to be configurable.

      While Jason's idea about points for early login may be needed in his org, some of our customers have strict policies for agents to NOT log in earlier.  Then when it comes to adherence, as there are exception thresholds for this, those should probably be honoured within this gamification system too - if they aren't already.

      ------------------------------
      Vaun McCarthy
      NTT New Zealand Limited
      ------------------------------



    • 22.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GCAP Member
      Posted 30 days ago
      Agree and that seems to be the issue with the current punctuality metric, it isn't configurable in its "metric type" or in the ability to allow for a negative exception range.

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      Jason Pratt
      Noosa Shire Council
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    • 23.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 20 days ago
      Edited by Regina Arocha 20 days ago
      Hi,

      We wanted to test the gamification function in our organization with a few employees before we roll this out for the whole organization. Is there a way to reset all the points. It would be really useful if everyone would have 0 points. I already tried to delete the "Performance Manager Admin" Role and to set it up again, but it remembered all the history.

      Thanks in advance for your response,
      Regina

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      Regina
      ------------------------------



    • 24.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      GENESYS
      Posted 15 days ago

      Hi Regina - It's an upcoming feature on roadmap - Ability to set start date/ reset gamification points! Stay tuned.


      Thanks!

      ------------------------------
      Shikha Khattar
      Genesys - Sr. Product Manager - WEM
      ------------------------------



    • 25.  RE: NEW - Native Gamification and redesigned employee hub for off-queue tasks (watch video)

      Posted 7 days ago
      Hello @Shikha Khattar do you have any indication on when the next round of updates for Gamification will be released?​

      ------------------------------
      Will Bellerby
      Pyrios NZ Ltd
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