Workforce Engagement Management

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.

Hi Holly,

Sharing a practical example that worked really well for us.

We ran a Gamification incentive campaign focused on Agent Copilot adoption. Instead of using only native operational KPIs, we integrated external metrics into Gamification, tying Copilot usage/adherence directly to points.

How it worked

• We tracked Copilot usage (how often agents actually used Copilot features during interactions)

• The higher the Copilot adherence, the more points the agent earned

• This created a very clear cause–effect relationship: use Copilot → score more points

Results

• Strong increase in Copilot adoption in a short period of time

• Agents quickly understood what to do and why

• Engagement was much higher than when using generic metrics

Incentives

• 1st place: Amazon Alexa

• 2nd place: JBL headphones

• 3rd place: Smartwatch

Tangible rewards combined with clear, behavior-based scoring made a big difference.

Key takeaway
Gamification works best when:

• Metrics are directly tied to the behavior you want to drive

• Scoring is transparent and easy to understand

• You're not limited to only native metrics - external metrics unlock much more strategic use cases

This approach was far more effective than traditional volume or time-based KPIs.

Hope this helps with your pilot!

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.

Hi Mateus, 

I'm really interested in this use case for gamification. We're currently going through the process of encouraging engagement with Agent Copilot and thus far have found it challenging to track. Are you able to share what metrics were used to quantify the usage of Agent Copilot? 

Any more detail you could share would be greatly appreciated. 

Thanks 

Matt 

Hi Holly,

Sharing a practical example that worked really well for us.

We ran a Gamification incentive campaign focused on Agent Copilot adoption. Instead of using only native operational KPIs, we integrated external metrics into Gamification, tying Copilot usage/adherence directly to points.

How it worked

• We tracked Copilot usage (how often agents actually used Copilot features during interactions)

• The higher the Copilot adherence, the more points the agent earned

• This created a very clear cause–effect relationship: use Copilot → score more points

Results

• Strong increase in Copilot adoption in a short period of time

• Agents quickly understood what to do and why

• Engagement was much higher than when using generic metrics

Incentives

• 1st place: Amazon Alexa

• 2nd place: JBL headphones

• 3rd place: Smartwatch

Tangible rewards combined with clear, behavior-based scoring made a big difference.

Key takeaway
Gamification works best when:

• Metrics are directly tied to the behavior you want to drive

• Scoring is transparent and easy to understand

• You're not limited to only native metrics - external metrics unlock much more strategic use cases

This approach was far more effective than traditional volume or time-based KPIs.

Hope this helps with your pilot!

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.

Hi Matt,

Great question - we faced a very similar challenge at the beginning, especially around tracking Copilot engagement in a way that was both reliable and actionable.

What worked well for us was going beyond the out-of-the-box UI metrics and building a custom tracking layer using the Agent Copilot aggregates query API. We adapted the data collection to work at interaction and user level, which allowed us to clearly quantify how agents were actually engaging with Copilot suggestions.

In practice, we collected signals such as:

Knowledge article suggestions

• Positive feedback on suggested articles

• Negative feedback on suggested articles

Response suggestions

• Usage via the "copy" action on suggested responses

• Negative feedback provided on response suggestions

Wrap-up / disposition suggestions

• Usage of suggested wrap-ups

• Negative feedback on wrap-up suggestions

All of these events were stored in a database and tied back to the agent and interaction. From there, we ran a daily script (D-1) that updated external gamification metrics, converting each action into points. In simple terms: the more the agent interacted with Copilot (using or giving feedback on suggestions), the more points they accumulated.

We then used those external metrics directly in the Gamification framework to rank agents.

The incentive campaign ran for two months (November and December) and the rewards were:

• 🥇 1st place: Alexa

• 🥈 2nd place: JBL headphones

• 🥉 3rd place: Smartwatch

This approach helped us not only drive adoption, but also reinforce quality engagement with Copilot - including negative feedback, which was just as valuable for improving the model.

Hi Mateus, 

I'm really interested in this use case for gamification. We're currently going through the process of encouraging engagement with Agent Copilot and thus far have found it challenging to track. Are you able to share what metrics were used to quantify the usage of Agent Copilot? 

Any more detail you could share would be greatly appreciated. 

Thanks 

Matt 

Hi Holly,

Sharing a practical example that worked really well for us.

We ran a Gamification incentive campaign focused on Agent Copilot adoption. Instead of using only native operational KPIs, we integrated external metrics into Gamification, tying Copilot usage/adherence directly to points.

How it worked

• We tracked Copilot usage (how often agents actually used Copilot features during interactions)

• The higher the Copilot adherence, the more points the agent earned

• This created a very clear cause–effect relationship: use Copilot → score more points

Results

• Strong increase in Copilot adoption in a short period of time

• Agents quickly understood what to do and why

• Engagement was much higher than when using generic metrics

Incentives

• 1st place: Amazon Alexa

• 2nd place: JBL headphones

• 3rd place: Smartwatch

Tangible rewards combined with clear, behavior-based scoring made a big difference.

Key takeaway
Gamification works best when:

• Metrics are directly tied to the behavior you want to drive

• Scoring is transparent and easy to understand

• You're not limited to only native metrics - external metrics unlock much more strategic use cases

This approach was far more effective than traditional volume or time-based KPIs.

Hope this helps with your pilot!

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.

Hello, 

We have initiated a pilot program for gamification within a business unit. Could you please share the metrics you have identified as most advantageous, along with any positive and negative insights you have gathered? What successes have you experienced? Regarding gamification settings: once enabled, do you ever modify the date? From my observations and readings, if this date is altered, all data will reset. Is that accurate?

Default membership: Have you integrated this into the agent role, or have you created a separate role that needs to be included if a business unit intends to implement gamification for their team? I have observed that the supervisor has the ability to enable or disable this feature. When activated, all agents are automatically assigned to the default game, which raises concerns for any business unit that prefers not to participate. Alternatively, is there a configuration within the roles that we can modify to restrict the supervisor's access to the Gamification settings?

Gamification Contest: 

Details: What is the point of setting an end date if it requires you to return and finalize the contest?

  Announcement. How are the agents informed about a new contest, and where can they find this information?

I value any insights you can provide regarding your experiences with Gamification that you have found to be helpful or advantageous.