Workforce Engagement Management

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  • 1.  Equal opportunity to become the "leader"

    Posted 10-18-2022 12:13
    In our contact center, we have 25 agents in my department that work between 15-55 hours per week (PRN, PT, FT and 2 on a rotating 5 days on/5 days off), all doing the same job. We want them to be on the same profile. Is there something on the roadmap to give all agents the equal opportunity become the leader?
    #Gamification

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    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------


  • 2.  RE: Equal opportunity to become the "leader"
    Best Answer

    GENESYS
    Posted 10-18-2022 12:21
    Edited by Tracy Vickers 11-07-2022 11:18
    Hi Cherri,

    Thanks for sharing this use case. Yes, we do have something on roadmap that we are considering introducing to solve this problem of unequal working hours impacting the points accrual and thus their relative performance /rankings.

    To normalize performance, we are exploring the idea of using % of points (total points earned /total eligible max points) earned in a given period (say day, week or month) to compare agent's self performance over time as well as compare peer performance.

    Taking this approach means that we are only evaluating agents performance for the hours they worked. E.g. If they were on vacation for a given day; eligible max points will also be zero thus excluding that day completely from the points % calculation.

    How do you feel about using this approach?

    ------------------------------
    Shikha Khattar
    Product Management, Workforce Engagement Management
    Genesys Cloud
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  • 3.  RE: Equal opportunity to become the "leader"

    Posted 10-18-2022 12:32
    Hello Shikha!

    I thought there was something in the works but couldn't quite remember. I think the % of points would definitely work.

    For some clarification... this is what you are thinking?

    Agent 1 works 15 hours per week, was eligible for 150 points (for ease of calculation only) and earned 125 points or 83%
    Agent 2 works 40 hours per week, was eligible for 400 points (for ease of calculation only) and earned 300 points or 75%

    so agent 1 would be the leader

    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------



  • 4.  RE: Equal opportunity to become the "leader"

    GENESYS
    Posted 10-18-2022 12:39
    Yup, that's right! You got it.

    We plan on releasing this in phases starting with a new view for Supervisor under Activity - "Supervisor Activity - Overview Tab, Insights Tab" and then also eventually updating leaderboards Tab to allow ranking using % points.

    Thanks!

    ------------------------------
    Shikha Khattar
    Product Management, Workforce Engagement Management
    Genesys Cloud
    ------------------------------



  • 5.  RE: Equal opportunity to become the "leader"

    Posted 10-18-2022 13:20
    Fantastic! I will make sure the director in the other department knows about this feature too. ETA for the supervisor phase?

    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------



  • 6.  RE: Equal opportunity to become the "leader"

    GENESYS
    Posted 10-18-2022 13:26
    Exact timing TBD. Hopefully, early next year or sooner. This will be launched as BETA. Let me know if you'd be interested in participating so we can reach out with details closer to BETA start.

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    Shikha Khattar
    Product Management, Workforce Engagement Management
    Genesys Cloud
    ------------------------------



  • 7.  RE: Equal opportunity to become the "leader"

    Posted 10-18-2022 13:43
    Definitely interested in the beta..... I always say 'sign us up for all the betas' LOL!

    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse
    clindquist@companynurse.com
    ------------------------------