CXone Performance Management allows you to make work more enjoyable for agents by gamifying your contact center. With gamification, you can add and manage incentives, competitions, and rewards directly through your CXone Performance Management system. Users can earn rewards like gems and badges. They can also use coins to customize their avatar and purchase items in the marketplace, such as video games or paid time off. Contact your NICE CXone account manager to enable gamification features to your system.
Gamification tasks are generally performed in the Rules Engine, Marketplace, and Command Center. The Rules Engine allows the creation and management of rules. The Marketplace allows administrators to offer rewards to be purchased by agents. The Command Center allows the creation and management of games and challenges.
Games, Rules, and Challenges
Understanding the distinctions between these three gamification features will help you maximize the benefit of gamifying your contact center. Learn about the features below.
Games
Games are easy to create and easy to play and access in Performance Management. They reward agents who take initiative. Agents are not obligated to participate. These are some features of games:
- One metric, one qualifier, and one payout type per game.
- The only actions available are rewards—coins, XP, or badges.
- Players must join games through their notification system or Games module.
- The Command Center provides a holistic view of running games, plus abilities to pay out rewards, give and create badges, and so forth.
- Rewards are generated from CXone Performance Management.
Rules
Rules are similar to games, but more complex. Rule do not engage agents like a game, but are a method for administrators to track performance and reward agents with effective or excellent performance. Administrators can develop combinations of metrics and qualifiers to give agents scores. These are some features of rules:
- Multiple metrics and multiple qualifiers.
- Qualifiers can also be used as score modifiers.
- The score calculation step defines how metric performance generates a score.
- Multiple payout types and multiple rewards or corrective actions.
- The Rules Engine allows administrators to create and manage rules.
- Agents can track rules through the Rules I'm In toolbar widget.
- Rewards are generated from CXone Performance Management.
Challenges
Challenges are another method of rewarding agents. Agents can challenge each other by creating and joining challenges in the Challenges module. Administrators and supervisors determine the basic parameters by which agents can create challenges. They can then empowers agents to create and participate in challenges on their own. These are some features of challenges:
- The administrator determines basic challenge parameters in the Command Center.
- Agents launch and join challenges.
- Agents risk their own coins.
- The winner takes all.
- Rewards are generated by participants wagering their own coins. They do not come from CXone Performance Management.