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!

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!

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

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!