Thanks Daniel. Yes, if we just consider absolute point accrual and use that for rewards & recognition - it can seem unfair to agents who have more vacation time.
To normalize performance, we are exploring the idea of using % of points (average points earned /eligible max points) earned in a given period (say week or month) to compare agent's self performance over time as well as compare peer performance.
How do you feel about using this technique to initiate recognition which subsequently translates into redeemable values/ rewards?
Taking this approach means that we are only evaluating agents aggregate average performance for the days they worked. If they were on vacation for a given day; eligible max points will also be zero thus excluding that day completely from the average calculation.
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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
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Original Message:
Sent: 07-28-2021 09:01
From: Daniel Ross
Subject: Gamification and Vacation Time
Hi there-
I don't have any examples yet since we just started using it, but the theory goes that those on vacation wouldn't accrue points while those not on vacation would.
If everyone has, and takes the same amount, of vacation in a given year, it would all balance out. If, however, senior members of a team have more vacation time (as is the case with us) they would potentially miss out on more point accruals than newer members.
Does that make sense?
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Daniel Ross
Weld North Education
Original Message:
Sent: 07-28-2021 08:45
From: Shikha Khattar
Subject: Gamification and Vacation Time
Hi Daniel -
Could you give examples of where (within gamification) exactly do you think agent is being penalized for being on vacation?
Thanks!
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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
Original Message:
Sent: 07-26-2021 11:34
From: Daniel Ross
Subject: Gamification and Vacation Time
We're just starting with gamification in Genesys Cloud. One topic that's come up a few times, is how to handle when agents are on vacation, or, specific to us, at conventions.
In these situations, they won't be able to accrue points, but certainly shouldn't be penalized.
Offline tracking with "base" points has been discussed, but I'm extremely hesitant to start tracking things externally. I'd rather let the system do the work for us.
Does anyone else have these issues and found a solution that works for them?
#Reporting/Analytics
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Daniel Ross
Weld North Education
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