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  • 1.  Gamification Total Talk Time Metric

    Posted 04-18-2023 10:34
    No replies, thread closed.

    Good Morning-
    Recently, we added Total Talk Time into a gamification profile. Much to our surprise it actually tallies the total talk time for the entire day rather than the average talk time per call. Total talk time for the day is interesting information although not a metric we would use for gauging efficiency, etc. 
    Are there any plans to have the average talk time per call added into the gamification metric choices? 
    For now, we have turned this metric off and are tracking through an external vendor, Brightmetrics for monthly scorecards.



    #Gamification

    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse, LLC
    clindquist@companynurse.com
    ------------------------------


  • 2.  RE: Gamification Total Talk Time Metric

    Posted 04-24-2023 04:49
    No replies, thread closed.

    Hey Cherri,

    Just seen your question, let me source the answer for you :-)



    ------------------------------
    Tracy
    Genesys
    ------------------------------



  • 3.  RE: Gamification Total Talk Time Metric

    Posted 05-02-2023 09:15
    No replies, thread closed.

    Good Morning Tracy! 
    Any luck on finding me someone who might know the answer to this? 



    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse, LLC
    clindquist@companynurse.com
    ------------------------------

    Original Message


  • 4.  RE: Gamification Total Talk Time Metric

    Posted 05-02-2023 09:38
    No replies, thread closed.

    I have and awaiting a response, just chased it up for you :-)



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Gamification Total Talk Time Metric

    Posted 05-03-2023 08:57
    No replies, thread closed.

    Hello Cherri (and Tracy). In this current version, Average talk Time is not available to be added to the gamification profiles. Nevertheless, our Product and Dev team are evaluating what new GC metrics can be added to the Gamification profiles configuration tab. We don't yet have visibility on a deployment date.

    Have you looked into using the Genesys API's to pull the raw  data, calculate ATT and then upload these results back to GC ? We have the capability to upload 3rd party metric results to use in the Gamification profiles (Sales results for example)

    In your example, Average talk Time could be calculated outside GC and be used as a "external" metric in Gamification. This can be a good "workaround" until we introduce new metrics to GC.

    Here are some links to these 2 processes:
    Genesys API: https://developer.genesys.cloud/devapps/api-explorer
    3rd Party metrics for Gamification: https://help.mypurecloud.com/articles/configure-external-metrics-for-performance-scorecards/



    ------------------------------
    Pascal Leclerc
    Genesys - Employees
    ------------------------------



  • 6.  RE: Gamification Total Talk Time Metric

    Posted 05-03-2023 20:29
    No replies, thread closed.

    Hi Cherri,

    Thanks for your patience. We looked into this and will be adding support for Average Talk Time as a Gamification metric. I don't have a specific timeline to share just yet, but it shouldn't take too long. Please feel free to follow this idea https://genesyscloud.ideas.aha.io/ideas/WEGPM-I-48 to keep updated with progress.



    ------------------------------
    Eduard Roehrich
    Senior Product Manager
    Gamification, Engagement and Performance Management
    ------------------------------



  • 7.  RE: Gamification Total Talk Time Metric

    Posted 05-04-2023 09:30
    No replies, thread closed.

    Thank you Eduard! I have voted for this idea and have shared it with my entire to team as well. - Cherri 



    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse, LLC
    clindquist@companynurse.com
    ------------------------------

    Original Message


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