Workforce Engagement Management

Hello, 

I was wondering if there was a way to allow agents to see just their own rank within their department. We have gamification profiles set up by department. Supervisors can see a leaderboard of where all agents rank in a variety of metrics which is very helpful to see where agents need the most help. The insights tab has been a blessing for agent/supervisor coachings. 

I was wondering if there was a way to set agents up to have similar view access but only for themselves. 

I added gamification>scorecard>view which gives them the ability to see how well they are performing. I also added gamification>insights>view but that doesn't seem to be doing anything. Finally I tried adding gamification>leaderboard>view which lets them see everyones ranking which we don't want. 

We don't want agents knowing who is doing better or worse than them in any given metric, but we would like them to see where they place. Is there anywhere they can let them see for example they are 32nd in AHT but 14th in hold time without seeing anyone else ranking? The descriptions on the permissions aren't the most well worded and can lead to a lot of confusion. 

Hi Aaron, glad to see your org is using Insights and finds it useful for coaching. This is only the beginning and we will be adding more functionalities to Insights. 

With regards to leaderboard, right now the best you could do would be to limit it to the "viewing" agent only + top 3 of his profile. If you are ok with showing the top 3, this is easy to change in the settings of the Gamification Profile and then change the dropdown value for Leaderboard rank.

We are planning changes on leaderboard which will allow us to show the rank of the agent on the scorecard itself without having to go to leaderboard. We are still working on the details of this so no screenshots to share yet. 

Finally it is possible to share the Agent Details page of Insight with your agent. You can use the "Shareable link" button on the top of Insight Details to share the link to your agent. They will have access to their performance detail but will only get their leaderboard rank in there if they have the leaderboard permission, so if the top 3 option mentioned above is not acceptable for your use case, sharing the Agent Details link might not work out for you.

I hope this helps, feel free to reach out for more details, 

Hello, 

I was wondering if there was a way to allow agents to see just their own rank within their department. We have gamification profiles set up by department. Supervisors can see a leaderboard of where all agents rank in a variety of metrics which is very helpful to see where agents need the most help. The insights tab has been a blessing for agent/supervisor coachings. 

I was wondering if there was a way to set agents up to have similar view access but only for themselves. 

I added gamification>scorecard>view which gives them the ability to see how well they are performing. I also added gamification>insights>view but that doesn't seem to be doing anything. Finally I tried adding gamification>leaderboard>view which lets them see everyones ranking which we don't want. 

We don't want agents knowing who is doing better or worse than them in any given metric, but we would like them to see where they place. Is there anywhere they can let them see for example they are 32nd in AHT but 14th in hold time without seeing anyone else ranking? The descriptions on the permissions aren't the most well worded and can lead to a lot of confusion. 

Thank you Jacou, 

I brought up the leaderboard setting with the team and we like it enough to present to leadership. I would like to see the leaderboard ranking on the agents scorecard still. 

For the insights view, I would like for the agent to have an insights tab that leads directly to their own details page. Something akin to what they see when you send them the shareable link, but where they can adjust their own date range and see their own progress. I think that will be very valuable for agent agency as the agent can check up on themselves and see their own progress whenever they wish, not just when they can get a link from their supervisor. Is that something planned, or should I submit an idea for that?

Hi Aaron, glad to see your org is using Insights and finds it useful for coaching. This is only the beginning and we will be adding more functionalities to Insights. 

With regards to leaderboard, right now the best you could do would be to limit it to the "viewing" agent only + top 3 of his profile. If you are ok with showing the top 3, this is easy to change in the settings of the Gamification Profile and then change the dropdown value for Leaderboard rank.

We are planning changes on leaderboard which will allow us to show the rank of the agent on the scorecard itself without having to go to leaderboard. We are still working on the details of this so no screenshots to share yet. 

Finally it is possible to share the Agent Details page of Insight with your agent. You can use the "Shareable link" button on the top of Insight Details to share the link to your agent. They will have access to their performance detail but will only get their leaderboard rank in there if they have the leaderboard permission, so if the top 3 option mentioned above is not acceptable for your use case, sharing the Agent Details link might not work out for you.

I hope this helps, feel free to reach out for more details, 

Hello, 

I was wondering if there was a way to allow agents to see just their own rank within their department. We have gamification profiles set up by department. Supervisors can see a leaderboard of where all agents rank in a variety of metrics which is very helpful to see where agents need the most help. The insights tab has been a blessing for agent/supervisor coachings. 

I was wondering if there was a way to set agents up to have similar view access but only for themselves. 

I added gamification>scorecard>view which gives them the ability to see how well they are performing. I also added gamification>insights>view but that doesn't seem to be doing anything. Finally I tried adding gamification>leaderboard>view which lets them see everyones ranking which we don't want. 

We don't want agents knowing who is doing better or worse than them in any given metric, but we would like them to see where they place. Is there anywhere they can let them see for example they are 32nd in AHT but 14th in hold time without seeing anyone else ranking? The descriptions on the permissions aren't the most well worded and can lead to a lot of confusion. 

Hi Aaron,

Still unsure if Insights for agent will be accessible through the tab or straight from scorecard but the agent detail page was built with the intention to eventually make it available to agents. Agents will be able to change the range for comparison, as well as see trends for both points and values, ranks. We want agents/supervisors to be able to track/set goals and Insights will be a good place to see the progress.  

It is worth submitting an idea as we might get good customer suggestions added while we are still building it.

Jacou

Thank you Jacou, 

I brought up the leaderboard setting with the team and we like it enough to present to leadership. I would like to see the leaderboard ranking on the agents scorecard still. 

For the insights view, I would like for the agent to have an insights tab that leads directly to their own details page. Something akin to what they see when you send them the shareable link, but where they can adjust their own date range and see their own progress. I think that will be very valuable for agent agency as the agent can check up on themselves and see their own progress whenever they wish, not just when they can get a link from their supervisor. Is that something planned, or should I submit an idea for that?

Hi Aaron, glad to see your org is using Insights and finds it useful for coaching. This is only the beginning and we will be adding more functionalities to Insights. 

With regards to leaderboard, right now the best you could do would be to limit it to the "viewing" agent only + top 3 of his profile. If you are ok with showing the top 3, this is easy to change in the settings of the Gamification Profile and then change the dropdown value for Leaderboard rank.

We are planning changes on leaderboard which will allow us to show the rank of the agent on the scorecard itself without having to go to leaderboard. We are still working on the details of this so no screenshots to share yet. 

Finally it is possible to share the Agent Details page of Insight with your agent. You can use the "Shareable link" button on the top of Insight Details to share the link to your agent. They will have access to their performance detail but will only get their leaderboard rank in there if they have the leaderboard permission, so if the top 3 option mentioned above is not acceptable for your use case, sharing the Agent Details link might not work out for you.

I hope this helps, feel free to reach out for more details, 

Hello, 

I was wondering if there was a way to allow agents to see just their own rank within their department. We have gamification profiles set up by department. Supervisors can see a leaderboard of where all agents rank in a variety of metrics which is very helpful to see where agents need the most help. The insights tab has been a blessing for agent/supervisor coachings. 

I was wondering if there was a way to set agents up to have similar view access but only for themselves. 

I added gamification>scorecard>view which gives them the ability to see how well they are performing. I also added gamification>insights>view but that doesn't seem to be doing anything. Finally I tried adding gamification>leaderboard>view which lets them see everyones ranking which we don't want. 

We don't want agents knowing who is doing better or worse than them in any given metric, but we would like them to see where they place. Is there anywhere they can let them see for example they are 32nd in AHT but 14th in hold time without seeing anyone else ranking? The descriptions on the permissions aren't the most well worded and can lead to a lot of confusion. 

Thanks for the quick response. I went ahead and made the following idea:

https://genesyscloud.ideas.aha.io/ideas/WEEMPDEV-I-35

Hopefully it gets good feedback and helps develop this quicker. I am looking forward to it. 

------------------------------
Aaron Buckley
Breezeline

Original Message:
Sent: 08-15-2023 15:12
From: Jacou Sarrazin
Subject: Allowing agents to see just their own spots

Hi Aaron,

Still unsure if Insights for agent will be accessible through the tab or straight from scorecard but the agent detail page was built with the intention to eventually make it available to agents. Agents will be able to change the range for comparison, as well as see trends for both points and values, ranks. We want agents/supervisors to be able to track/set goals and Insights will be a good place to see the progress.  

It is worth submitting an idea as we might get good customer suggestions added while we are still building it.

Jacou

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees

Original Message:
Sent: 08-15-2023 14:52
From: Aaron Buckley
Subject: Allowing agents to see just their own spots

Thank you Jacou, 

I brought up the leaderboard setting with the team and we like it enough to present to leadership. I would like to see the leaderboard ranking on the agents scorecard still. 

For the insights view, I would like for the agent to have an insights tab that leads directly to their own details page. Something akin to what they see when you send them the shareable link, but where they can adjust their own date range and see their own progress. I think that will be very valuable for agent agency as the agent can check up on themselves and see their own progress whenever they wish, not just when they can get a link from their supervisor. Is that something planned, or should I submit an idea for that?

------------------------------
Aaron Buckley
Breezeline

Original Message:
Sent: 08-15-2023 13:36
From: Jacou Sarrazin
Subject: Allowing agents to see just their own spots

Hi Aaron, glad to see your org is using Insights and finds it useful for coaching. This is only the beginning and we will be adding more functionalities to Insights. 

With regards to leaderboard, right now the best you could do would be to limit it to the "viewing" agent only + top 3 of his profile. If you are ok with showing the top 3, this is easy to change in the settings of the Gamification Profile and then change the dropdown value for Leaderboard rank.

We are planning changes on leaderboard which will allow us to show the rank of the agent on the scorecard itself without having to go to leaderboard. We are still working on the details of this so no screenshots to share yet. 

Finally it is possible to share the Agent Details page of Insight with your agent. You can use the "Shareable link" button on the top of Insight Details to share the link to your agent. They will have access to their performance detail but will only get their leaderboard rank in there if they have the leaderboard permission, so if the top 3 option mentioned above is not acceptable for your use case, sharing the Agent Details link might not work out for you.

I hope this helps, feel free to reach out for more details, 

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees

Original Message:
Sent: 08-11-2023 14:31
From: Aaron Buckley
Subject: Allowing agents to see just their own spots

Hello, 

I was wondering if there was a way to allow agents to see just their own rank within their department. We have gamification profiles set up by department. Supervisors can see a leaderboard of where all agents rank in a variety of metrics which is very helpful to see where agents need the most help. The insights tab has been a blessing for agent/supervisor coachings. 

I was wondering if there was a way to set agents up to have similar view access but only for themselves. 

I added gamification>scorecard>view which gives them the ability to see how well they are performing. I also added gamification>insights>view but that doesn't seem to be doing anything. Finally I tried adding gamification>leaderboard>view which lets them see everyones ranking which we don't want. 

We don't want agents knowing who is doing better or worse than them in any given metric, but we would like them to see where they place. Is there anywhere they can let them see for example they are 32nd in AHT but 14th in hold time without seeing anyone else ranking? The descriptions on the permissions aren't the most well worded and can lead to a lot of confusion. 

#Workforce Engagement Management
#Workforce Management
#Gamification
#Rewards and Recognition

------------------------------
Aaron Buckley
Breezeline
------------------------------