Collect QM performance data for gamification

You can use agent performance data from QM evaluations in gamification.

Prerequisites

You have the Administer Gamification and/or the Administer Schedules permission.

Page location

Application Management > Global > Performance Management > Collect Performance Data

Procedures

Collect historical performance data immediately

Follow these steps if you are getting started with gamification and have preexisting data metrics.

Select the Collect Data Now option.
Select the performance metric to collect from the Select Performance Metric drop-down list.

NOTE Quality gathers data from agent QM evaluations.
Enter the collection period start and end dates.
Select the group, team, or agents you want to capture data for. Use Ctrl+Click to select multiple agents or Ctrl+Shift to select a range of agents.
Click Retrieve Performance Data. The Request Queued dialog box opens.
Click Close.

Set recurring data collection

Follow these steps to set the time every day when performance data is captured automatically.

Select the Schedule Data Collection option.
Select the performance metric to collect from the Select Performance Metric drop-down list.
Select the time of day to collect the performance data.
Click Save. A confirmation message displays.