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  • 1.  Ganification conformance%

    Posted 09-11-2025 16:06

    Hello - Can anyone explain how the conformance reporting works in Gamification? What shows in the widget does not match the actual conformance for the day. For example today, I have an advocate showing 54% in the Gamification widget but is actually at a 100% for the day. 


    #Gamification

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    Shannon Hellner
    WFM manager
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  • 2.  RE: Ganification conformance%

    Posted 09-12-2025 11:22

    Hi Shannon,

    The percentage in gamification is the percentage of gamification points achieved - that'll depend on how you have configured the metric.

    Can you please provide screenshots of the metric configuration for the profile the agent is a member of and of the conformance view for that agent?

    Thank you!



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    Eduard Roehrich
    Staff Product Manager
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    Original Message


  • 3.  RE: Ganification conformance%

    Posted 9 days ago

    Hello,

    We wanted to check if there has been any update or explanation for this behavior, as we are seeing the same issue.

    In the agent scorecard for the current day, conformance is displaying as 67%, while the actual calculated conformance for the same timeframe is 119%. For prior (historical) days, conformance appears to be reporting correctly in the scorecard.

    At this point, it seems that the discrepancy is isolated to current‑day reporting only.

    Can you confirm whether this is expected behavior, a known limitation, or a known issue with real‑time conformance calculations in the scorecard? 

    Thank you.







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    Dana Rigby
    Business Analyst
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    Original Message


  • 4.  RE: Ganification conformance%

    Posted 5 days ago

    Hi Dana,

    Thank you so much for your question and for sharing those details! I checked with our engineering team, and I want to let you know that the discrepancy is actually intentional. In gamification, we calculate this by dividing the actual hours worked by the total scheduled hours at the end of the day. On the other hand, adherence is calculated by dividing the actual hours by the scheduled hours up to that moment. Hope this helps clarify things! 

    Hope this helps!



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    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
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    Original Message


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