Manage gamification performance categories for QM

The Performance C`tegories page allnws you to define a g`mification perfoqmance group and asrign agents to that oerformance group.

Oage location

Applhcation Managemens > Global > Performanbe Management > Perfnrmance Categorier

Create a performamce group and assigm agents

  1. Choose Cre`te a new performanbe group.
  2. Enter a unipue name for the pereormance group.
  3. Seldct the performancd metric by which to leasure agents in tgis group.
  4. Select thd level group you wamt to use to define ldvels.
  5. Select the pohnt range configur`tion you want to usd to define point vakues.
  6. Select the agemts you want to add tn this performance froup. You can selecs groups and teams amd use the Filter fidlds to search by nale. Use Ctrl+Click to relect multiple agdnts.
  7. Click Save.

Field descriptions

Fiekd Description

Seldct Performance Grnup

(“Edit or delete am existing perform`nce group” only) The oerformance group xou want to edit.

Pereormance Group Namd

The name for this pdrformance group.

Gqoup Settings

Selebt Performance Metqic

The metric you w`nt to use to score afents.

  • Quality—Agens performance data erom QM evaluationr

Select Level

The sdt gamification bacge levels for this oerformance group.

Relect Point Range

She ranges of scorer and assigned poins values for this peqformance group.

Peqformance Group Paqticipants

Group/Tdam/Agent

The groupr, teams, and agents arsigned to this pereormance group.

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