Genesys Cloud - Main

Hello Community! I am looking to implement Gamification for our customer service representatives. Their metrics are currently calls per hour, average handle time, QA scores (we use Genesys for our QA evaluations), and on-queue percentage. I am wondering if anyone has any experience with Gamification. I am fairly new at this. I attempted to add a metric to the gamification profile however, nothing close to QA or evaluations was available. I find this odd since I currently use Genesys to provide all reps with their evaluation/QA scores. It should be an option to add the evaluation average or QA average score into the Gamification metric. Could anyone share any insight or experience on the topic of Gamification? 

I would greatly appreciate it. Thank you!

#Unsure/Other

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Kara Johnson
U.S. Auto Credit Purchasing Center, LLC
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Hey Kara, 

I've got gamification implemented and have quite a lot of exp in this space - more than happy to help you out. 

First, Genesys has on its roadmap to natively have QA as a metric for gamification. In the meantime, you would need to take a slightly different route. I have used their external metrics module to connect both stats that are available inside Genesys and those outside. 

To achieve this you would need to build some workflows outside of Genesys that poll the quality APIs (This would be a good start /api/v2/quality/evaluations/query) You would need to define your approach on how often you would like this to process and what info you want to get out to send to Genesys. Transforming the JSON response to fit your external metric definition. 

Further to that, using Genesys process automation you could likely do this a lot easier when they release their QA process automation triggers though on that front not sure as to when that will happen.

I've done the above with some metrics we want to gamify like instances of alert no answer/not responding etc. 

Happy to discuss this further, it's hugely powerful once set up correctly and really adds a new layer to the agent experience - especially when tied to a reward and recognition activities.

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Lawrence Drayton
Prvidr Pty Ltd
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Hi Kara,

It's great to see that you are looking into adopting Gamification in Genesys Cloud as a tool for performance & engagement management!

As Lawrence mentioned, native support for quality metrics in Gamification is not yet available but coming soon.

In fact, it's very close to being available and also our most requested feature on the Product Ideas Lab: https://genesyscloud.ideas.aha.io/ideas/WEM-I-715 We are currently targeting August 30 as the release date for this feature. Since that's only a few weeks out, I'd recommend starting with the other metrics for now, doing a Gamification trial run with your customer service representatives for a few weeks to dial in the settings & points, then add quality scores once available and finalize your setup.

I also invite you to browse through the Gamification ideas on our Product Ideas Lab, add your vote to the ones that would be useful for you, and add any of your own ideas that you would like us to consider: https://genesyscloud.ideas.aha.io/ideas?project=WEGPM

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Eduard Roehrich
Senior Product Manager
Gamification, Engagement and Performance Management
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Original Message:
Sent: 7/4/2023 1:47:00 PM
From: Eduard Roehrich
Subject: RE: Gamification- Performance & Engagement

Hi Kara,

It's great to see that you are looking into adopting Gamification in Genesys Cloud as a tool for performance & engagement management!

As Lawrence mentioned, native support for quality metrics in Gamification is not yet available but coming soon.

In fact, it's very close to being available and also our most requested feature on the Product Ideas Lab: https://genesyscloud.ideas.aha.io/ideas/WEM-I-715 We are currently targeting August 30 as the release date for this feature. Since that's only a few weeks out, I'd recommend starting with the other metrics for now, doing a Gamification trial run with your customer service representatives for a few weeks to dial in the settings & points, then add quality scores once available and finalize your setup.

I also invite you to browse through the Gamification ideas on our Product Ideas Lab, add your vote to the ones that would be useful for you, and add any of your own ideas that you would like us to consider: https://genesyscloud.ideas.aha.io/ideas?project=WEGPM

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Eduard Roehrich
Senior Product Manager
Gamification, Engagement and Performance Management
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