Hi Tiffany,
Thank you for the additional information.
Since this is not normal behavior, you should open a ticket with Genesys Cloud Customer Care. They will then create an internal engineering ticket (called a SERVOPS) and work with you and the appropriate teams at Genesys on a resolution.
Here are some additional steps you can take to help narrow down the issue to whether it's a specific metric or the total points metric itself that causes the behavior you're observing:
-
Get a list of all enabled metrics in the NA profile and their max points, then manually calculate the exact overall max points value to work with.
-
Then in the leaderboard, use the dropdown on the left to select each metric individually, instead of 'Total Points'.
-
Manually check that the points in the leaderboard for each metric match the total points configured for that metric.
-
Identify if any, and which, metric points in the leaderboard exceed the total points configured for that metric - or whether it's just the total points that do.
Providing this additional information will help our customer care team narrow down the issue and identify the right people at Genesys to investigate.
------------------------------
Eduard Roehrich
Senior Product Manager
Gamification, Engagement and Performance Management
------------------------------
Original Message:
Sent: 08-08-2023 13:30
From: Tiffany Florido
Subject: Leaderboards Not Showing The Correct Points
Hi Eduard,
We had checked the profiles and there were no duplicates.
We just started to use this functionality and deployed it to our agents at the start of this month. Only the leaderboards are showing the incorrect scores. Their points are correct when we check their individual scorecards.
------------------------------
Tiffany Florido
Fabletics Inc
Original Message:
Sent: 08-08-2023 10:21
From: Eduard Roehrich
Subject: Leaderboards Not Showing The Correct Points
Hi Tiffany,
Could you please go to your Gamification profiles - specifically the one called "NA" that is selected for this leaderboard, but you might want to review others as well if they have the same issue - and check if there are any metrics that are duplicated?
If so, you should remove any duplicates, which should then fix this issue you're seeing.
Can you also please let me know for how long this issue has been going on? - And whether this is matching the total points that you and agents are seeing on scorecards?
Thank you!
------------------------------
Eduard Roehrich
Senior Product Manager
Gamification, Engagement and Performance Management
Original Message:
Sent: 08-07-2023 21:52
From: Tiffany Florido
Subject: Leaderboards Not Showing The Correct Points
Has anyone encountered the same problem in which the leaderboards are not showing the correct points the agents got?
As an example, on a daily basis, our agents can earn up to a maximum of 6,000 points. But in the leaderboards it shows that some agents earned more than 6,000.
#Gamification
------------------------------
Tiffany Florido
Fabletics Inc
------------------------------