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

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

    Posted 20 days ago

    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

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

    Posted 19 days ago

    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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    Original Message


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