Workforce Engagement Management

 View Only

Sign Up

  • 1.  Gamification in Genesys Cloud: which strategy worked for you, and which one backfired?

    Posted 04-03-2026 11:46

    In Genesys Cloud, gamification allows you to create goals and scoreboards by skills, teams, or even specific interactions. In practice, which gamification strategy delivered the most real results for your team and which one backfired, creating negative competition or unwanted behaviors? How did you work around that within the platform?


    #Gamification

    ------------------------------
    Maico Zorzan
    ------------------------------


  • 2.  RE: Gamification in Genesys Cloud: which strategy worked for you, and which one backfired?

    Posted 04-04-2026 14:12

    Hi Maico 

    In one implementation I worked on, the strategy that delivered the best results was team-based scoreboards instead of individual rankings.

    When we first enabled gamification in Genesys Cloud, we created a scoreboard focused on individual metrics like number of handled interactions and average handle time. At first it seemed motivating, but it quickly backfired. Some agents started prioritizing speed over quality, transferring calls too quickly, or avoiding complex interactions just to stay at the top of the leaderboard.

    To work around this, we redesigned the gamification model with a few changes:

    • Switched from individual rankings to team-based scoreboards
    • Balanced metrics using quality + efficiency, not just volume
    • Added goals tied to customer experience metrics (CSAT, quality evaluations)
    • Used short-term goals instead of permanent leaderboards to prevent long-term pressure

    Within the platform, this was done by adjusting Performance → Gamification Goals and Scoreboards and selecting metrics that reflected the behaviors we actually wanted to encourage.

    The result was much better collaboration between agents, and the competitive aspect became healthier because teams started helping each other instead of competing in a way that hurt customer experience.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 3.  RE: Gamification in Genesys Cloud: which strategy worked for you, and which one backfired?

    Posted 15 days ago

    Hi Maico,

    I believe we tried this for a month at my org.  My agents did not like the gamification as it felt negative to them. It did not motivate. My agents would prefer Me vs Me metrics (shows how you've improved over your own history of adherence and other metrics) instead of a Me vs Team metric. We ended up turning the feature off. 



    ------------------------------
    Jacqueline Turner
    Workflow Coordinator
    NYCM Insurance
    ------------------------------

    Original Message


Related Content