We are just setting up the out-of-box functionality for Gamification and need your expertise. I have read the articles, taken the online course and watched any videos that were still available online. We have some questions:
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The metric "Transferred calls" is this for all calls the agents transfers out? It would not include the transfers to the agent?
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How quickly do points display in Genesys?
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How do the points accumulate, by day, by shift?
On May 2022 Audrey asked a few questions. They were answered with the ask is either a feature or on a roadmap. In looking at this it appears both are not available?
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?
- In reviewing the article, it still states there is a 100-profile limit. It is not on the roadmap on the idea lab, is this still under review?
How we can create equal opportunity for part-time employee's vs full-time employees. Even for punctuality, the full-time staff are getting higher points due to the difference in hours worked.
Answer: We are working a feature currently that will help normalize gamification using % points (points earned/ total max points).
- I do not see a % for punctuality, nor do I see this on the roadmap. Is this under review?
Lastly: Do you have any recommendation on point allocation? I have a few examples I found in the training however the business is looking for a bit more guidance.
I appreciate your assistance!
#Gamification------------------------------
Cressida Gioiella
Massachusetts Mutual Life Insurance Company
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