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  • 1.  Clarification on Gamification

    Posted 01-23-2026 09:00

    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.


    #Gamification

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    Thank you,
    Holly Stauffer
    Workforce Operations Associate Analyst
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  • 2.  RE: Clarification on Gamification

    Posted 01-23-2026 21:27

    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!



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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  • 3.  RE: Clarification on Gamification

    Posted 01-26-2026 04:47

    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 



    ------------------------------
    Matt Duke
    tbc
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    Original Message


  • 4.  RE: Clarification on Gamification

    Posted 01-26-2026 07:42

    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.



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


  • 5.  RE: Clarification on Gamification

    Posted 01-28-2026 12:32

    Love hearing all this contest ideas for my group!   Please keep them coming!



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    Roxanne Tieman
    Supervisor, Claims Call Center
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    Original Message


  • 6.  RE: Clarification on Gamification

    Posted 01-26-2026 11:11

    Hi Holly,

    Great to see the interest in our Gamification features! I'm equally curious to see more replies from our community on their experiences in addition to what Mateus already posted.

    As for your question about where Contests are announced, they are shown in the 'Upcoming' tab of the Contest widget on the Agent Activity. A contest will start showing there for any participating agent after the announcement date, or immediately after creating it if the checkbox to announce immediately is selected.

    The announcement will show the name, date range, and relevant metrics.

    image

    I will work with our documentation team to get this clarified on the help page of the feature - thanks for your question and helping us identify this documentation gap.



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    Eduard Roehrich
    Staff Product Manager
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  • 7.  RE: Clarification on Gamification

    Posted 01-27-2026 09:26

    Hi Holly,

    We have also been piloting the gamification feature to see how it works as well.  But first we did import through API some custom metrics.  The Genesys metrics like AHT, hold time, etc just don't work for us.  Instead we wanted to use metrics that our reps are actually coached on.  For example we have a soft sales group that measures conversion rate.  We have a collections team that measures dollars collected.  And all teams use Call Miner for QA so we import the Call Miner scores as well.  Once we had the API set up and could add these to gamification, we started testing it.  

    Feedback from managers was very positive as they can drive performance where needed.  And the reps loved it as it gave them daily insight into how they were performing on the metrics.  Without gamification, they had to wait until their weekly coaching to know where they ranked.

    As a WFM team, we maintain all profiles, which is where we assign agents and metrics.  But for the contests, we gave those permissions to the managers and let them run contests as they feel necessary.

    Hope this helps!



    ------------------------------
    Jodi Maffitt
    NA
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  • 8.  RE: Clarification on Gamification

    Posted 01-28-2026 10:38

    Holly,

    When deciding on what metrics to apply points to, I always look for behavior we want to improve or enforce.  So the normal contact center metrics are helpful.  That said, I also strongly recommend that you consider how your agents might "work the system" with different metrics and/or how a metric might be considered "unfair" to team members wo work different queues/types of calls or work. 

    With that in mind, my favorites are: 

    • Punctuality (if using WFM)
    • Average Handle Time
    • Average After Call Work OR After Call work time ratio
      • the ratio is the more "fair" option, especially if using discretionary or optional after call work.  It compares acw time to handle time.  The longer the call, the more reasonable it is for them to stay in acw longer. 
      • Avg After Call Work becomes unfair for team members who work "harder" calls and require more time after the conversation. If all users work the same volume or type of calls, this is a fair measurement.
    • Calls transferred ratio
      • I prefer this over other transfer metrics because it helps compare the number transferred to the number handled.  It keeps users from being deterred from transferring where necessary, and it keeps users from being punished for taking more calls. 
    • Detected Topics: 
      • I go back and forth on this one.  It is a very easy metric for users to "game the system on" by saying the phrases out of context within the call.  It detected the topic and awards the points regardless of where in the call it was mentioned. 
      • However, it is a helpful metric for items that should be done on every call like greeting and closing. 
    • Interactions Answered Ratio
      • We need to keep in mind that users don't necessarily get to decide whether or not they're receiving a call.  They are often at the mercy of their schedule, their skill priority, and other routing requirements.  Because of this, I prefer to look at the number answered vs. the number alerted. 
      • I'm looking for team members to answer a high percentage of the conversations that ring through to them.  If I have a team member who answers 10 calls but it was only 10% of the number that alerted to them, that is not as impressive as someone who answered 5 and it was 100% of the conversations that alerted them.  This, in my opinion, makes the ratio better. 
    • Quality Evaluation Score (if you use evaluation forms) This helps drive the behavior that maybe can't be seen in Genesys Cloud. 

    For your default membership question, I recommend leaving this off.  This means that unless a team member is explicitly added to a gamification profile, they will not be using Gamification. I would also recommend that if you have several different teams, you might create more than one profile to address the different needs of the teams.  When a team is ready to use Gamification, assign their team members to an existing profile or one created specifically for them. 

    I don't see where you can limit supervisors' permissions to gamification settings, but if you only need them to have access to the reporting component, only add those permissions and nothing else. 

    Genesys answered your contest announcement question with a screenshot below. 



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    Shelby Cronk
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