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.
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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.
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