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

The Rule Creation page in the Rules Engine in CXone Performance Management
  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

The Rule Metrics page in the Rules Engine in CXone Performance Management
  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.

The Actions page in the Rules Engine in CXone Performance Management
The Ratio Actions page in the Rules Engine in CXone Performance Management

The Ratio category allows you to configure payout of rewards associated with the rule. You can configure payouts in CXone Performance Management coins, experience points (XP), real currency, or a combination of these.

  1. Click the Ratio bar.
  2. Type a numeric Multiplier for each payout option you want to configure. For example, if you enter a Multiplier of 5, the payout will be five times the rule-generated score.
  3. Type a numeric Max value for each payout option you want to configure. You can leave this field blank if you do not want to set a maximum payout for the rule.
  4. Coin Payouts Only: Configure a delayed payout by typing a numeric value in the Amount field and selecting a value from the When drop-down list of these choices: Now, Days, Weeks, or Months. For example, if the coin payout should happen two weeks after the rule condition is met, enter 2 in the Amount field and select Weeks from the When drop-down list. The default setting for the When field is Now, so payout is not delayed.
  5. Click another category to configure additional actions or, if you are finished configuring actions, click Next.
The Rank Actions page in the Rules Engine in CXone Performance Management

The Rank category allows you to configure actions for rules that result in ranked finishers, meaning a winner, second place, third place, and so on. You can configure different actions for different ranks. For example, a rule related to keeping AHT at or below a goal level might provide positive actions for the top three finishers and remedial actions for everyone else.

  1. Click the Rank bar.
  2. Click and drag one or more actions from the left palette to the empty boxes to select actions for the top finisher. Each option includes different settings for further configuration. Available options are:
    • Coins—Type a numeric value in the Coin Value field to award CXone Performance Management coins. If you want to configure a delayed payout, type a numeric value in the Amount field and select a value from the When drop-down list of these choices: Now, Days, Weeks, or Months. The default setting for the When field is Now, so payout is not delayed.
    • XP—Type a numeric value in the XP Value field to award experience points.
    • Currency—Type a numeric value in the Currency Value field to award a bonus or similar payout.
    • Badge—Click Select Badge to award an existing badge or create a new badge. Type a Level Name for the badge. To configure a Badge Name and Badge Description that apply to all badge actions for the rule, type values in those fields. The default Badge Name is the name of the rule.
    • Proficiency—Select one or more skills from the first drop-down list and then select a level from the Proficiency Change drop-down list. To configure a Schedule that applies to all proficiency changes for the rule, click the calendar icon, select a Schedule Type, and set a Frequency using the date and time options. If you select the Auto Change radio button, the proficiency changes that would be suggested by this rule will be automatically updated by the CXone Performance Management system, instead of waiting to be confirmed by a supervisor or administrator.
    • Coaching—Type a value in the Coaching Title field to configure automatic coaching sessions. Select a Coaching Form from the drop-down list. To configure settings that apply to all coaching actions for the rule, select values from the drop-down lists for Objective Date Range, Coaching Level, and Coaching Role.
    • Survey—Select a Survey Form from the drop-down list.
  3. Click the Add icon, indicated by a plus sign in a blue circle, to configure another numbered rank, and repeat the previous step for that rank. Repeat this step until you have finished adding numbered ranks.
  4. Configure actions for Everyone Else using the action palette and options described earlier in this task.
  5. Click another category to configure additional actions, or, if you are finished configuring actions, click Next.

The Range Actions page in the Rules Engine in CXone Performance Management

The Range category allows you to configure actions for rules that result in ranges of finish. You can configure different actions for different ranges. For example, a rule related to a contest for upselling 100 products in a month might provide different levels of positive action for agents selling 90+ products, 80-89 products, and 70-79 products, and remedial actions for everyone else.

  1. Click the Range bar.
  2. Click and drag one or more actions from the left palette to the empty boxes to select actions for the top finisher. Each option includes different settings for further configuration. Available options are:
    • Coins—Type a numeric value in the Coin Value field to award CXone Performance Management coins. If you want to configure a delayed payout, type a numeric value in the Amount field and select a value from the When drop-down list of these choices: Now, Days, Weeks, or Months. The default setting for the When field is Now, so payout is not delayed.
    • XP—Type a numeric value in the XP Value field to award experience points.
    • Currency—Type a numeric value in the Currency Value field to award a bonus or similar payout.
    • Badge—Click Select Badge to award an existing badge or create a new badge. Type a Level Name for the badge. To configure a Badge Name and Badge Description that apply to all badge actions for the rule, type values in those fields. The default Badge Name is the name of the rule.
    • Proficiency—Select one or more skills from the first drop-down list and then select a level from the Proficiency Change drop-down list. To configure a Schedule that applies to all proficiency changes for the rule, click the calendar icon, select a Schedule Type, and set a Frequency using the date and time options. If you select the Auto Change radio button, the proficiency changes that would be suggested by this rule will be automatically updated by the CXone Performance Management system, instead of waiting to be confirmed by a supervisor or administrator.
    • Coaching—Type a value in the Coaching Title field to configure automatic coaching sessions. Select a Coaching Form from the drop-down list. To configure settings that apply to all coaching actions for the rule, select values from the drop-down lists for Objective Date Range, Coaching Level, and Coaching Role.
    • Survey—Select a Survey Form from the drop-down list.
  3. Click the Add icon, indicated by a plus sign in a blue circle, to configure another range, and repeat the previous step for that range. Repeat this step until you have finished adding ranges.
  4. Click another category to configure additional actions. or, if you are finished configuring actions, click Next.

The Percentile Actions page in the Rules Engine in CXone Performance Management

The Percentile category allows you to configure actions for rules based on the percentile ranks of finishers. You can configure different actions for different percentiles. For example, a rule related to a contest for upselling products might provide different levels of positive action for the top 90% of agents, agents who finish in the 80th-89th percentile, and agents who finish in the 70th-79th percentile, and remedial actions for everyone else.

  1. Click the Percentile bar.
  2. Select a template from the drop-down list. Templates are available for Quartiles (75-100%, 50-74.99%, 25-49.99%, and 0-24.99%) and 10-80-10 (top 10%, middle 80%, bottom 10%). You can also Choose your own and configure your own percentile groupings.
  3. Click and drag one or more actions from the left palette to the empty boxes to select actions for each percentile grouping. Each option includes different settings for further configuration. Available options are:
    • Coins—Type a numeric value in the Coin Value field to award CXone Performance Management coins. If you want to configure a delayed payout, type a numeric value in the Amount field and select a value from the When drop-down list of these choices: Now, Days, Weeks, or Months. The default setting for the When field is Now, so payout is not delayed.
    • XP—Type a numeric value in the XP Value field to award experience points.
    • Currency—Type a numeric value in the Currency Value field to award a bonus or similar payout.
    • Badge—Click Select Badge to award an existing badge or create a new badge. Type a Level Name for the badge. To configure a Badge Name and Badge Description that apply to all badge actions for the rule, type values in those fields. The default Badge Name is the name of the rule.
    • Proficiency—Select one or more skills from the first drop-down list and then select a level from the Proficiency Change drop-down list. To configure a Schedule that applies to all proficiency changes for the rule, click the calendar icon, select a Schedule Type, and set a Frequency using the date and time options. If you select the Auto Change radio button, the proficiency changes that would be suggested by this rule will be automatically updated by the CXone Performance Management system, instead of waiting to be confirmed by a supervisor or administrator.
    • Coaching—Type a value in the Coaching Title field to configure automatic coaching sessions. Select a Coaching Form from the drop-down list. To configure settings that apply to all coaching actions for the rule, select values from the drop-down lists for Objective Date Range, Coaching Level, and Coaching Role.
    • Survey—Select a Survey Form from the drop-down list.
  4. Click the Add icon, indicated by a plus sign in a blue circle, to configure another percentile grouping, and repeat the previous step for that grouping. Repeat this step until you have finished adding groupings.
  5. Click another category to configure additional actions, or, if you are finished configuring actions, click Next.

Verify the Summary

The Summary page in the Rules Engine in CXone Performance Management
  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.