Genesys Cloud - Main

If something is not a default metric, can one be added? It's odd that no quality metrics are part of the default...and I would want the Quality Score to be a metric on the gamification scoreboard if possible.
#Ask Me Anything (AMA)
#QualityManagement
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Hi Amber - Right now, you can only add metrics from the default set. You are right that quality metric is not available in the default set. It definitely is an important metric and we are exploring that for future roadmap!

Hope this helps.

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager, WEM
------------------------------

Shikha, we have a customer gone live today with Gamification.   The stats are not populating.  Does it take time to accumulate the data or show it start showing data immediately?


------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 02-24-2021 12:15
From: Shikha Khattar
Subject: Gamification - Default Metrics

Hi Amber - Right now, you can only add metrics from the default set. You are right that quality metric is not available in the default set. It definitely is an important metric and we are exploring that for future roadmap!

Hope this helps.

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager, WEM
------------------------------

Hi Martin - It should show up as long as agents are taking interactions. If you are still facing the issue, could you request your customer to please raise a contact ticket with support with all the details so it can be investigated?

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

Original Message:
Sent: 07-28-2021 14:06
From: Martin Bunting
Subject: Gamification - Default Metrics

Shikha, we have a customer gone live today with Gamification.   The stats are not populating.  Does it take time to accumulate the data or show it start showing data immediately?


------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------


Original Message:
Sent: 02-24-2021 12:15
From: Shikha Khattar
Subject: Gamification - Default Metrics

Hi Amber - Right now, you can only add metrics from the default set. You are right that quality metric is not available in the default set. It definitely is an important metric and we are exploring that for future roadmap!

Hope this helps.

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager, WEM

Great question Amber. You would think this would be one of the first metric types.

------------------------------
Christopher Kaldenberg
EMS, Inc.
------------------------------

Also a few other ideas:

- Wrap up codes - A metric where a certain wrap up code could generate points, would be good for the sales team. They record more sales, get more points. 
- Speed to answer - They get more points for the less time their phone is ringing. 
- RONA (Redirect on no answer) - Lose points when a call is delivered to an agent, however they fail to answer.

------------------------------
Glen Tylee
Fonterra
------------------------------

Original Message:
Sent: 02-25-2021 15:02
From: Christopher Kaldenberg
Subject: Gamification - Default Metrics

Great question Amber. You would think this would be one of the first metric types.

------------------------------
Christopher Kaldenberg
EMS, Inc.
------------------------------

Hey Glen, the wrap up code one could get a bit tricky as each org likely uses wrap up codes differently - and if an agent knew a certain wrap up code gave them more points they'd choose that.  So you'd then potentially have other QA things to go through.  Of course that can happen to other metrics too - AHT etc.

The RONA one might also be tricky especially as sometimes RONA is out of their control - ie network, browser, headset issues etc.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 02-28-2021 21:58
From: Glen Tylee
Subject: Gamification - Default Metrics

Also a few other ideas:

- Wrap up codes - A metric where a certain wrap up code could generate points, would be good for the sales team. They record more sales, get more points.
- Speed to answer - They get more points for the less time their phone is ringing.
- RONA (Redirect on no answer) - Lose points when a call is delivered to an agent, however they fail to answer.

------------------------------
Glen Tylee
Fonterra
------------------------------


Original Message:
Sent: 02-25-2021 15:02
From: Christopher Kaldenberg
Subject: Gamification - Default Metrics

Great question Amber. You would think this would be one of the first metric types.

------------------------------
Christopher Kaldenberg
EMS, Inc.

Thanks for the question Amber, Glen great addon. Our clients really like your ideas we are adding them to our application do you have any more. Vaun good point we do a lot of trend drill down reporting so this bad behaviour is eliminated quickly, but then again I suppose if you are not doing some type of trend drill down analysing most of your reporting can be considered questionable.

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

I think you would need more granularity than is currently available in the Quality reporting before it could be a gamification metric i.e. be able to report / gamify by individual form/section/question

------------------------------
craig farley
IP Integration Ltd
------------------------------