Manage the Rules Engine

The CXone Performance Management rules engine lets you configure rules and set challenge parameters that serve as the basis for competition and achievements in your contact center. This feature works with coins, badges, and experience points (XP) to help you create a fun and engaging work environment for your agents. Rules are competitions that are set and managed by supervisors or administrators that generate prizes from the system, such as coins. Challenges are competitions that agents create between each other in which they wager coins or gems.

The Rules Engine page displays all the rules in your system. You can use the filtering tools at the top of the page to limit the display to only rules with specific types of actions, only rules saved in a certain folder, or both. You can view rules that are running, expired, or both. You can also search for a rule by name. Each rule card displays basic information for the rule, such as associated metrics or payout type, such as coins and XP. It also contains quick-launch buttons for editing or copying the rule.

Rules can also support the administrative side of your contact center by suggesting or automatically implementing proficiency changes, coaching sessions, and more. The proficiency levels for your agents are on a 1-20 range, matching the range of the CXone platform. Proficiency level changes are synchronized with ACD, and are not specific to CXone Performance Management.

Create Rules

Configure Eligibility

  1. Click Gamification > Rules Engine.
  2. Click +New Rule at the top left of the page.
  3. Type a unique Rule Name. Add a Rule Description if you want.
  4. You can select a Rule Folder from the drop-down list if you organize rules in this way.
  5. Use the drop-down filters to select the employee groups the rule will apply to. Your options are Company, Regions, Floors, Teams, and Agents.
  6. Use the drop-down filters to select the call groups to whom the rule will apply. Your options are Account, Campaign, Skill, and Point of Contact.
  7. Click the Attributes icon, indicated by tags with a plus sign, to configure attributes for the rule.
  8. Select the roles eligible for the rule by using the drop-down list of roles in your system.
  9. Click calendar icons to configure a Start Date and an End Date for your rule. If you want the rule to run indefinitely, leave the End Date blank.
  10. Use the Amount and Type fields to configure how frequently the rule should run. For example, if you want the rule to run daily, type 1 in the Amount field and select Day from the Type drop-down list.
  11. Click Next.

Enter Metrics and Qualifiers

  1. Click Metric.
  2. Locate and click the metric you want to use.
  3. Click Choose for the Calculation the rule should use. Examples are provided for each formula to help you select the best option for your situation.
  4. Configure the Range Calculation Setup based on the type of Calculation you chose in the previous step. Use the onscreen examples for guidance.
  5. Click Done.
  6. You can click Qualifier to select one or more qualifiers for the rule. For example, you may create a rule that rewards agents with lower average handle time (AHT). However, you do not want call quality to suffer as agents try to end calls more quickly. You can attach a quality-related qualifier to the rule to lessen the chance of this happening.
  7. You can repeat the steps in this section if you need to add more metrics and qualifiers.
  8. Click Next.
  9. Review the summary of selected components for the rule and then click Next.

Enter Actions

The Actions page allows you to configure actions that happen when the rule conditions are met. You may configure all or only some of these categories, depending on the rule and its purpose. The options differ for each of the categories. If you include a proficiency action, you can also select the Auto Change radio button to automatically implement any proficiency changes suggested by the CXone Performance Management system.

Verify the Summary

  1. Review the configuration of your rule. If you need to make any changes, you can revisit the Eligibility, Metrics, or Actions sections by clicking the section name at the top of the page.
  2. When you are finished configuring your rule, click Save.