Gamification Modules

These modules enable users to participate in games and challenges. Performance Management has the following gamification modules:

  • Challenges is your main hub for challenges and the general gamification features of your contact center.

  • Games allows you to view games and select ones to participate in.

  • Supervisor Games allows supervisors to see which games and challenges their agents are participating in.

Run the Challenges Module

To run the Challenges module, click +Add Modules in the left navigation menu and select Challenges.

The My Stats tab in the Challenges module shows your performance in past and active challenges. Click Won to view your challenge history.

The Challenges tab allows you to join or create challenges. Agents create challenges under the parameters their supervisors set. See Challenges for more information.

To create a challenge in the Challenges module, complete these steps:

  1. Click the Challenges tab at the top of the module.
  2. Click Challenge Now.
  3. In the Challenge Setup window, specify the metric you want to challenge on, the duration of the challenge, the start date, and how many coins you want to wager.
  4. Click Next.
  5. Invite the users you want to participate in the challenge by clicking the checkbox next to their name. You can search for specific users in the search bar at the top.
  6. Click Invite.

Your new challenge will appear in the Challenges tab under the Pending list until it begins.

To join a challenge in the Challenges module, complete these steps:

  1. Click Accept next to the challenge you want to join.

  2. Review the coins required to wager.

  3. Click Yes, I'm sure! or Yes to finish joining.

To learn how to configure the rules for challenges, see Manage the Rules Engine.

Run the Games Module

To run the Games module, click +Add Modules in the left navigation menu and select Games.

The Games module has three tabs:

  • Join displays the games available for you to join.

  • My Games displays the games you are participating in and the time left in those games.

  • Statistics displays your total gamification performance.

Run the Supervisor Games Module

Access to this module must be specifically given to supervisors through their role. To run the Supervisor Games module, click +Add Modules in the left navigation menu and select Supervisor Games.

The module will show a list of agents and how many games and challenges they are participating in. Supervisors can click See more to view which games an agent is participating in and their performance in those games.