Configure gamification points for QM

Gamification is based on agent achievements as measured by points. Use the Points page to manage point values. Agents can be awarded different numbers of points for their adherence and/or evaluation scores that fall into specified ranges.

Page location

Application Management > Global > Performance Management > Points

You must define two or more ranges with associated point values. You can define points for up to 10 ranges.

Configure point values

  1. Choose Create new point range values for a metric.
  2. Enter a unique name for the point range values.
  3. Select the range in the table that you want to edit.

  4. Enter an ending value in the End field. Start and end values can be positive or negative and are inclusive.

    NOTE   The value in the start field is read-only. For the first entry in the table, the start value “--” indicates anything below the first end value. For subsequent ranges, the start value is determined by the previous end value. For the last entry in the table, the end value “--” indicates anything above the last start value.

  5. Enter a point value to assign for this range of scores. Point values can be positive or negative. A range’s point value must be between the preceding and following ranges’ point values.
  6. Press Enter.
  7. Click Add Range to add any additional rows to the table.
  8. Click Save.
EXAMPLE   

The table below is an example configuration of point ranges.

Range Start Range End Points

--

10

–5

11

20

–3

21

40

0

41

60

1

61

90

3

91

--

5

Field descriptions

Field Description

Select Point Range

(“Edit or delete existing point range values” option only) The existing set of point ranges you want to edit.

Point Range Name

The name for this range of scores and assigned point values.

Point Ranges

Start

(Read-only) The numerical value at the beginning of the selected range of scores. It is determined by the previous range’s end value. This number can be positive or negative and is inclusive.

End

The numerical value at the end of the selected range of scores. This number can be positive or negative and is inclusive. It must be greater than that range’s start value.

Points

The point value earned for scores in the selected range. This number can be zero, negative, or positive.

NOTE   There is an important difference between “0 points” and “no points.” A value of “0 points” means that the agent scored a zero, based on the points system that was defined. A value of “no points” means that there was no metric data for an agent on a particular day and scoring could not be done.

Add Range

Add an additional point range row to the table.

Related topics