Configure when to award badges in WFM

Use the gamification settings to define when an agent is awarded with a badge. Then connect the settings to the teams or sites where you want these settings to apply. Create multiple settings to set different targets for different groups of agents.

Badges are awarded using Different thresholds or Ratio conversion.

When using Different thresholds, you define three threshold values for each measure; bronze, silver and gold level. The agents receive a bronze, silver or gold badge depending on which threshold they reach.

When using Ratio conversion, you define one threshold value for each measure. Agents must reach that value to receive a bronze badge. You also define how many bronze badges that are required to turn them into a silver badge, and how many silver badges that are required to turn them into a gold badge.

Prerequisites

  • You have the Web > Gamification permission.
  • To use measures based on imported data, this data must already have been imported.

Page location

WFM > Gamification > Gamification settings tab

Procedures

Create gamification settings with different thresholds for bronze, silver and gold

  1. Click New.
  2. Enter a name for the settings in the Description field.
  3. Select a Gaming period; Ongoing, Weekly or Monthly.

    If Ongoing is selected, agents will see all badges they have ever received (or that they have received since the badges were last reset).

    If Week or Month is selected, the results are divided accordingly, and the agents can navigate between previous periods.

  4. Select Different thresholds in the Rule field.
  5. Select the check boxes for the measures to use.
  6. Click to expand each selected measure and enter the threshold values for gold, silver and bronze.

    NOTE   The threshold values are set per day. Negative direction scoring, where lesser scores are better than higher scores, is currently not supported for measures based on imported data.

Create gamification settings with ratio conversion

  1. Click New.
  2. Enter a name for the settings in the Description field.
  3. Select a Gaming period; Ongoing, Weekly or Monthly.

    If Ongoing is selected, agents will see all badges they have ever received (or that they have received since the badges were last reset).

    If Week or Month is selected, the results are divided accordingly, and the agents can navigate between previous periods.

  4. Select Ratio conversion in the Rule field.
  5. Enter how many bronze badges an agent must have to receive a silver badge.
  6. Enter how many silver badges an agent must have to receive a gold badge.
  7. Select the check boxes for the measures to use.
  8. Click to expand each selected measure and enter the threshold value for the bronze badge.

    NOTE   The threshold value is set per day.

Delete a gamification setting

  1. Select the gamification setting that you want to delete in the menu at the top of the tab.
  2. Click Delete.
  3. Click OK to confirm.

Reset all badges

Reset the badges to start over.

IMPORTANT   This will delete all badges for all agents, regardless of which gamification setting their team is connected to. The badges cannot be recovered.

  1. Click Reset badges.
  2. A warning is shown. Click OK to confirm.

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