Hi George,
From my understanding, there are a couple of native options worth exploring for a Top 10 Agent Performance view in Genesys Cloud.
The first option is using Performance Dashboards. You can create a custom dashboard under Performance > Workspace and add agent metric widgets filtered by specific agents, work teams, or agents who report to a specific user. Each widget can be configured to show a specific metric such as Handle Time or Interactions Handled, and clicking an agent name drills through to their full Agent Performance Detail view. There is no hard Top 10 filter natively so you would need to manually select the agents you want to track, but it is a straightforward way to build a focused view. You can also use the Agents Performance Summary view, sort by your chosen metric in descending order, and save it as a Saved View for quick access.
The second option, and probably the best native fit for a Top 10 view, is Gamification Leaderboards. If Gamification is enabled in your organisation, you can configure a Leaderboard Rank Limit in your gamification profile details to control exactly how many ranks are displayed on the leaderboard for agents - setting this to 10 would give you a native Top 10 ranked view based on your configured KPIs such as Handle Time, Interactions Handled, or Quality Evaluation Score. Supervisors can view this through Scorecard Insights and agents can see their own ranking on their Home view. Note that the minimum leaderboard rank limit is 3, and supervisors can always see up to 300 ranks regardless of the agent limit setting. This does require a WEM Add-on licence.
Hope this helps!
Reference links:
- Performance Dashboards: https://help.genesys.cloud/articles/performance-dashboards-overview/
- Gamification overview: https://help.genesys.cloud/articles/gamification-overview/
- Gamification profiles: https://help.genesys.cloud/articles/gamification-profiles-overview/
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Phaneendra
Technical Solutions Consultant
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