Games are a simple and fun way to make daily work more engaging and fun for your users. You can create games for agents or teams to earn all types of rewards. Games are designed to feel similar to modern video games, therefore they should feel familiar to both administrators and agents. Games are simple to create - using only one metric and one qualifier - and are easy to join - agents join directly from their Games module.
One benefit of games is that agents are not required to participate. After creating a game, an invitation gets sent to all users that are eligible to play, therefore agents can join games of their own volition, rewarding initiative and motivation. You can also use this feature to analyze what games and what metrics your agents excel at, and which metrics or behaviors for which your agents might need more training.
Games start and stop at midnight based on the time zone of your system, and the game rewards are paid out after the games conclude. For weekly games, the start day is based on your organization's settings. For monthly games, the start day is the 1st day of the month.
- Click Gamification → Command Center → Games.
- Find the folder for which you want to create a game. If you do not have an existing folder, click New Folder and name the folder.
- Click Add Game.
- Pick a game type. You can select either a Single Player or Multiplayer game type. Single player games are agents challenging themselves to improve and multiplayer games reward performance compared to other players (players compete against each other). You have 3 different games you can create:
- Multiplier Madness — agents compete alone and are rewarded by their performance on the selected metric. Count metrics work well with these games, for example, each call handled for the OB Handled (outbound handled) metric could be worth 5 XP.
- Bullseye — agents compete alone, and are rewarded by their performance based on ranges that the game-creator specifies. To create different ranges, the game-creator must add additional "rings" to the target. You can up to 5 rings (or ranges). An example of a bullseye game is creating average hold time (AHT) ranges of 0-5 mins, 5-10 mins, 10-15 mins, and 15+ mins.
- Top Dog — agents compete against each other for 1st place. You can create up to 5 finalists (top 5 players receive rewards).
- Rename the game by clicking the Edit icon (pencil) next to the game name.
Complete the game details form. This form allows you to determine which metrics the players compete with, if you want agents to have a certain qualifier, the type(s) of reward(s), and so forth.
You may want to implement a max payout stipulation to limit the amount of earnings a player can earn. For example, when creating a multiplier madness game, since players earn a reward based on how well they perform on a selected metric, if you were to create a game for outbound call volume, you could set a limit for the amount of coins players could win for the amount of outbound calls made. The max payout setting would prevent agents from manipulating the game for a higher reward instead of focusing on effectively handling the outbound calls.
Also, when selecting which groups/agents can play the game, you can select the parent group from the drop-down to assist you in selecting your desired groups/agents.
- Click Save. After saving the game, an invitation is sent to all eligible agents.