Workforce Engagement Management

Hello,

We would like to add Wrap‑up Code Compliance as a metric in Genesys Cloud Gamification.
Currently, agents are not consistently submitting wrap‑up codes, and we see many timeouts in reports.
Our goal is to give agents gamification scores based on wrap‑up code compliance.

Could you please confirm if there is any existing gamification metric related to wrap‑up codes or advise on how we can achieve this.

Any help, suggestions or advise is welcome. Thank you!

#Gamification

------------------------------
Naga Praneeth Mandali
Engineer
------------------------------

Hi Naga,

There is an idea on the Ideas Portal that is related to your request - New Gamification Metric - Wrap-up Codes | Genesys Cloud Ideas Portal

I would vote for it and add your comments so the product team are aware of your requests.