Hey Glen, the wrap up code one could get a bit tricky as each org likely uses wrap up codes differently - and if an agent knew a certain wrap up code gave them more points they'd choose that. So you'd then potentially have other QA things to go through. Of course that can happen to other metrics too - AHT etc.
The RONA one might also be tricky especially as sometimes RONA is out of their control - ie network, browser, headset issues etc.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 02-28-2021 21:58
From: Glen Tylee
Subject: Gamification - Default Metrics
Also a few other ideas:
- Wrap up codes - A metric where a certain wrap up code could generate points, would be good for the sales team. They record more sales, get more points.
- Speed to answer - They get more points for the less time their phone is ringing.
- RONA (Redirect on no answer) - Lose points when a call is delivered to an agent, however they fail to answer.
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Glen Tylee
Fonterra
Original Message:
Sent: 02-25-2021 15:02
From: Christopher Kaldenberg
Subject: Gamification - Default Metrics
Great question Amber. You would think this would be one of the first metric types.
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Christopher Kaldenberg
EMS, Inc.
Original Message:
Sent: 02-24-2021 09:05
From: Amber Krueger
Subject: Gamification - Default Metrics
If something is not a default metric, can one be added? It's odd that no quality metrics are part of the default...and I would want the Quality Score to be a metric on the gamification scoreboard if possible.
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#SystemAdministration
#Unsure/Other
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Amber Krueger
Ultimus Fund Solutions
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