Workforce Engagement Management

I have not run across anything that addresses a couple of items:

1. There is a limit of 100 gamification profiles.  You can enable and disable a profile.  Is there any place you can delete a gamification profile if one was created with the wrong division since you cannot change the division in a gamification profile?
2. How is punctuality impacted if an agent's schedule is modified? Below are a couple of examples.
   • It is a fact that all agent schedules will not be 100% up to date at the start of a scheduled shift.  For instance, an agent has a shift but is out sick.  A sick code can be added before the shift, during the shift or after the shift.  How is punctuality impacted based on when the sick activity is added to the agent's schedule?
   • An activity is added to a portion of agent's schedule after the fact.  For example, a supervisor has an agent attend a team meeting but the meeting was not on the agent's schedule.  The team meeting activity may be added while the agent is off queue and in the meeting; after the meeting is over but the agent's schedule has not ended; or after the agent's schedule has ended.  How is punctuality impacted based on when the activity is added to the agent's schedule?
   • An agent is stuck on a call at the end of shift.  The agent remains on queue an additional 30 minutes.  After the agent's shift is over an an overtime/additional time (category on queue) activity code is added to extend the agent's shift for 30 minutes.  How is punctuality going to be impacted?

#Gamification

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Audrey K
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These are great questions Audrey! I am going to follow because we are trialing gamification as well.

One additional question I have is how can we create equal opportunity for part time employees vs full time employees. Even for punctuality, the full time staff are getting higher points due to the difference in hours worked.

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Cherri Lindquist
Company Nurse
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Hi Audrey and Cherri.
Thank you for contacting us.

@Audrey Kielbasa at the moment, yes you cant eliminate Gamification profiles to add new ones, but we are working on an archive feature. I'm adding to this thread to @Shikha Khattar that can fill you in on the details.

@Cherri Lindquist and @Audrey Kielbasa I'm adding @Annick Duffy and @Robert Beasley for more information on Schedule Changes impacting Gamification metrics.

​​​​​​

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Natalia Abad
Genesys - Employees
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Original Message:
Sent: 05-13-2022 09:21
From: Cherri Lindquist
Subject: Questions on gamification

These are great questions Audrey! I am going to follow because we are trialing gamification as well.

One additional question I have is how can we create equal opportunity for part time employees vs full time employees. Even for punctuality, the full time staff are getting higher points due to the difference in hours worked.

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Cherri Lindquist
Company Nurse
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Hi Cherri - We are working a feature currently that will help normalize gamification using % points (points earned/ total max points). I believe that might help with the issue of agents earning more or less points due to unequal working hours. What are your thoughts on this or how do you feel about this approach?

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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
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Original Message:
Sent: 05-13-2022 09:21
From: Cherri Lindquist
Subject: Questions on gamification

These are great questions Audrey! I am going to follow because we are trialing gamification as well.

One additional question I have is how can we create equal opportunity for part time employees vs full time employees. Even for punctuality, the full time staff are getting higher points due to the difference in hours worked.

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Cherri Lindquist
Company Nurse
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I think that would help a lot! We want everyone to have an equal playing field. We have staff that work a variety of shift lengths (15, 20. 21, 24, 28, and 40). If the percentage would give an accurate picture of how well they did vs the points themselves that would be great. The other thing we would REALLY like to see is adding in their quality scores. As we know, the fastest most punctual agent is not always the 'best agent'. Is that on the roadmap by chance?

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Cherri Lindquist
Company Nurse
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Original Message:
Sent: 05-16-2022 17:24
From: Shikha Khattar
Subject: Questions on gamification

Hi Cherri - We are working a feature currently that will help normalize gamification using % points (points earned/ total max points). I believe that might help with the issue of agents earning more or less points due to unequal working hours. What are your thoughts on this or how do you feel about this approach?

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
------------------------------


Original Message:
Sent: 05-13-2022 09:21
From: Cherri Lindquist
Subject: Questions on gamification

These are great questions Audrey! I am going to follow because we are trialing gamification as well.

One additional question I have is how can we create equal opportunity for part time employees vs full time employees. Even for punctuality, the full time staff are getting higher points due to the difference in hours worked.

------------------------------
Cherri Lindquist
Company Nurse

Hi Cherri,

Yes - Quality Eval metric is on our roadmap for Gamification and currently in initial phases of design.

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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
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Original Message:
Sent: 05-17-2022 08:30
From: Cherri Lindquist
Subject: Questions on gamification

I think that would help a lot! We want everyone to have an equal playing field. We have staff that work a variety of shift lengths (15, 20. 21, 24, 28, and 40). If the percentage would give an accurate picture of how well they did vs the points themselves that would be great. The other thing we would REALLY like to see is adding in their quality scores. As we know, the fastest most punctual agent is not always the 'best agent'. Is that on the roadmap by chance?

------------------------------
Cherri Lindquist
Company Nurse
------------------------------


Original Message:
Sent: 05-16-2022 17:24
From: Shikha Khattar
Subject: Questions on gamification

Hi Cherri - We are working a feature currently that will help normalize gamification using % points (points earned/ total max points). I believe that might help with the issue of agents earning more or less points due to unequal working hours. What are your thoughts on this or how do you feel about this approach?

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management


Original Message:
Sent: 05-13-2022 09:21
From: Cherri Lindquist
Subject: Questions on gamification

These are great questions Audrey! I am going to follow because we are trialing gamification as well.

One additional question I have is how can we create equal opportunity for part time employees vs full time employees. Even for punctuality, the full time staff are getting higher points due to the difference in hours worked.

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Cherri Lindquist
Company Nurse

Hi Audrey,

Thanks for the feedback. See my comments below:

1. We have a roadmap item to allow profile archival. This should help here.
2. We do a nightly recast of scorecard daily points based on any updates/adjustments to metrics that happened in last 7 days. So, in case a schedule was modified after the fact (within 7 days), our nightly process should catch it and use the updated scheduled events to allocate points for punctuality as long as agent's primary presence status matches the scheduled activity and within the set objective threshold limits. On top of the nightly check, we also catch the notification that the schedule was updated and we update the past 7 days right away. Note that - punctuality doesn't consider secondary statuses.
   • Given sick code would not be a primary status, agent would not gain punctuality points in this case.
   • If schedule is updated to have a "Meeting" event and agent's presence status was transitioned to 'Meeting'  within the set objective thresholds then they'll earn punctuality points as part of the nightly recast process. If they remained off-queue but were expected to be in a meeting based on updated schedule - they won't get punctuality points.
   • Nightly process or real-time schedule updates should catch this and give punctuality points to the agent.

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Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
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