Genesys Cloud CX

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  • 1.  Gamification Reporting/ Text Topic Reporting per Agent

    Posted 12-07-2022 11:46
    Hi all,

    I've been setting up gamification for our organization, but there's a lot of people who want to see this per-agent reporting. Does "Supervisor" view of gamification do this? Or is there anywhere else these numbers can be run?

    Especially text topics--we have set up a profile with text topic % in order to incentivize the agents to say specific phrases more often. Is there any way to see/report on the per-agent percentage of text topics?
    #Reporting/Analytics

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    Nick S
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  • 2.  RE: Gamification Reporting/ Text Topic Reporting per Agent

    Posted 12-07-2022 18:28
    Supervisors can drill down to agent-level metrics that is what the agent sees in Activity, but not with groups of agents.  Also, the Leaderboard allows supervisors to show the board based on whatever metric you want to show for all the agents.  With the new Agent and Queue topics view, you can show the number of topics spotted and even which topics are spotted per agent or queue.     The Topic Trends is a good place to start to see topics across the board.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Gamification Reporting/ Text Topic Reporting per Agent

    GENESYS
    Posted 12-08-2022 08:40
    Just a bit more info on the supervisor drill in and team overview capabilities.

    Early in the new year we will be releasing via the beta (signup here) and then into GA a number of Supervisor Insights capabilities. This will allow Supervisors to see their overall team and then subsequently the gamification results/trends for that group over a period of time.

    Nick, if you have a wider reporting need (say whole of business) you may need to interact with the Gamification API to pull results for a broad set of users. The gamification API is details are located here: https://developer.genesys.cloud/useragentman/gamification/



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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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  • 4.  RE: Gamification Reporting/ Text Topic Reporting per Agent

    Posted 12-08-2022 10:05
    Thanks Cameron.  I believe this new trend for more visuals, trending over time, and tips for management is a huge leap for Genesys Cloud analytics.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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