Hi Matthew,
Glad to hear that you are finding the tool amazing. One principle to keep at the back of your mind as you figure out the best approach to setup gamification profiles would be to understand what are the unique subsets/groups of customer care members in your org who have shared performance metrics as well as same goals /objectives for those metrics.
e.g. If there are care members who handle same media types could be part of same profile if they have same goals. If there is *another* subset of care members who handle another set of media types and have shared goals, they can be part of a different profile. Just an example.
Also, while you explore this, note that an employee can only belong to one profile at a time.
Hope this helps get you started.
Would also love for rest of the community members to share their experiences in setting up gamification profiles. I would recommend posting this in WEM community (
Workforce Engagement Management Community) as well to get better reach.
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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
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Original Message:
Sent: 06-10-2022 15:27
From: Matthew Aubin
Subject: Gamification Profiles
Hello Community!
I am configuring Gamification Profiles in Genesys for our customer care team and finding the documentation helpful. I wanted to reach out to the community to discuss what is the best way to set this up. Our customer care team handles multiple media types and queues in English and Spanish, and not all customer care members handle each media type. Does anyone have suggestions of what would be the best route for our team to utilize this amazing tool!
#Unsure/Other
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Matthew Aubin
Raymour & Flanigan Furniture
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