Workforce Engagement Management

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  • 1.  Questions on gamification

    Posted 4 days ago
    I have not run across anything that addresses a couple of items:
    1. There is a limit of 100 gamification profiles.  You can enable and disable a profile.  Is there any place you can delete a gamification profile if one was created with the wrong division since you cannot change the division in a gamification profile?
    2. How is punctuality impacted if an agent's schedule is modified? Below are a couple of examples.
      • It is a fact that all agent schedules will not be 100% up to date at the start of a scheduled shift.  For instance, an agent has a shift but is out sick.  A sick code can be added before the shift, during the shift or after the shift.  How is punctuality impacted based on when the sick activity is added to the agent's schedule?
      • An activity is added to a portion of agent's schedule after the fact.  For example, a supervisor has an agent attend a team meeting but the meeting was not on the agent's schedule.  The team meeting activity may be added while the agent is off queue and in the meeting; after the meeting is over but the agent's schedule has not ended; or after the agent's schedule has ended.  How is punctuality impacted based on when the activity is added to the agent's schedule?
      • An agent is stuck on a call at the end of shift.  The agent remains on queue an additional 30 minutes.  After the agent's shift is over an an overtime/additional time (category on queue) activity code is added to extend the agent's shift for 30 minutes.  How is punctuality going to be impacted?


    Audrey K

  • 2.  RE: Questions on gamification

    Posted 3 days ago
    These are great questions Audrey! I am going to follow because we are trialing gamification as well.

    One additional question I have is how can we create equal opportunity for part time employees vs full time employees. Even for punctuality, the full time staff are getting higher points due to the difference in hours worked.

    Cherri Lindquist
    Company Nurse

  • 3.  RE: Questions on gamification

    Posted 3 days ago
    Hi Audrey and Cherri.
    Thank you for contacting us.

    @Audrey Kielbasa at the moment, yes you cant eliminate Gamification profiles to add new ones, but we are working on an archive feature. I'm adding to this thread to @Shikha Khattar that can fill you in on the details.

    @Cherri Lindquist and @Audrey Kielbasa I'm adding @Annick Duffy and @Robert Beasley for more information on Schedule Changes impacting Gamification metrics.


    Natalia Abad
    Genesys - Employees

  • 4.  RE: Questions on gamification

    Posted 7 hours ago
    Edited by Shikha Khattar 7 hours ago
    Hi Cherri - We are working a feature currently that will help normalize gamification using % points (points earned/ total max points). I believe that might help with the issue of agents earning more or less points due to unequal working hours. What are your thoughts on this or how do you feel about this approach?

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