Gamification in Performance Dashboard

Transcription

1 Cloud Contact Center Software Gamification in Performance Dashboard Administrator s Guide June 2018 Gamification is a motivational tool that enables you to change the behavior of agents to meet the goals of your organization and team. Gamification is the next step in agent engagement. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2018 Five9, Inc.

2 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Gamification in Performance Dashboard Administrator s Guide

3 Contents What s New... iv Chapter 1 Implementing Gamification for User Roles...1 Administrator Role... 2 Supervisor Role... 5 Agent Role... 6 Chapter 2 Creating Rules... 8 Creating Rules... 8 Testing Rules With Previous Data Editing Rules Searching for Rules Chapter 3 Managing the Marketplace Chapter 4 Creating an Avatar Appendix A Metrics in the Five9 Text ( , Chat, Social) Log Report iii Gamification in Performance Dashboard Administrator s Guide

4 What s New Chapter 3 This table lists the changes made in the last releases of this document: Release June 2018 Changes Initial release of this guide. iv Gamification in Performance Dashboard Administrator s Guide

5 Chapter 1 Implementing Gamification for User Roles Gamification is a motivational tool that enables you to change the behavior of users to meet the goals of your team and organization by applying game elements and principles to business contexts to improve user engagement and productivity by using managed profiles, rules, team challenges and rewards. By competing in challenges, agents perform with increased focus and efficiency. The physical and virtual reward system can encompass coins, badges, levels, a marketplace in which agents can purchase real items, and an avatar associated with their rewards and achievements. You must enable the necessary features for all roles who will participate: Administrators: All settings in most cases. They create and manage gamification profiles by building games that use rules. Supervisors: Limited number of settings. They monitor the effectiveness of the games and can add and modify games and rewards. Agents: Limited number of settings. They view a gamification dashboard, monitor their rewards, set daily goals, and build a virtual personality. The gamification module is a Performance Dashboard element that does not require additional data from Five9 because it uses the data already sent. This chapter describes how to configure gamification roles. The following chapters describe how to configure the various features. For more information about this additional product or to enable it in your domain, contact your Five9 representative. You will need to provide the number of users who will need access to this feature. Administrator Role Supervisor Role Agent Role 1 Gamification in Performance Dashboard Administrator s Guide

6 Implementing Gamification for User Roles Administrator Role Administrator Role Administrators need to create and manage gamification profiles by building games that use rules. Be sure to enable all options. 1 Go to Account > Roles. 2 Under Roles, click Admin. 3 Click the Pages tab and the pencil to edit. This menu contains several sections and sub-sections. 4 Enable the pages in the sections listed below with the create permission. Gamification Account Pages Gamification Admin Manual Badges Marketplace Management Rules Engine 2 Gamification in Performance Dashboard Administrator s Guide

7 Implementing Gamification for User Roles Administrator Role Gamification Security Messaging Security Pages Achievement Messaging Security Avatar Gamification Security Award awards security Marketplace Shopping Rules Toolbar Security Challenge Messaging Security 5 Click Save. 3 Gamification in Performance Dashboard Administrator s Guide

8 Implementing Gamification for User Roles Administrator Role 6 To verify that you can view the pages, click each option in these sections: Account > Gamification > Gamification Admin, Manual Badges, Marketplace Management, and Rules Engine Vertical Toolbar on the right: - Profile > Avatar (mouse over the base) and Marketplace (shopping cart) - Achievements - Challenges 7 To view whether manual badges are enabled, follow these steps: a Go to Performance Dashboard > Dashboard. 4 Gamification in Performance Dashboard Administrator s Guide

9 Implementing Gamification for User Roles Supervisor Role b c In the Performance Summary module, right-click an agent s name. Be sure that Award: <agent s name> is displayed. Supervisor Role Supervisors monitor the effectiveness of the games and may have permission to add and modify games and rewards. Enable the pages relevant to them. 1 Go to Account > Roles. 2 Click Supervisor. 3 Click the Pages tab and the pencil icon. 4 Enable the pages in the sections listed below with the write permission. Gamification Pages Account Security Rules Engine Achievement Messaging Security Avatar Gamification Security Award awards security Marketplace Shopping Rules Toolbar Security Messaging Security Challenge Messaging Security 5 Gamification in Performance Dashboard Administrator s Guide

10 Implementing Gamification for User Roles Agent Role 5 Click Save. 6 Verify that you can see these pages as a supervisor: Account > Gamification > Manual Badges and Rules Engine Vertical Toolbar on the right: - Profile > Avatar (mouse over the base) and Marketplace (shopping cart) - Achievements - Challenges 7 To view whether manual badges are enabled, follow these steps: a Go to Performance Dashboard > Dashboard. b In the Performance Summary module, right-click an agent s name. c Be sure that Award: <agent s name> is displayed. Agent Role Agents can view a gamification dashboard, monitor their rewards, set daily goals, and build an avatar. 1 Go to Account > Roles. 2 Under Roles, click Agent. 3 Click the Pages tab and the pencil icon. 4 Enable these pages in the tool bar: Gamification Security Messaging Security Pages Achievement Messaging Security Avatar Gamification Security Marketplace Shopping Rules Toolbar Security Challenge Messaging Security 5 Click Save. 6 Gamification in Performance Dashboard Administrator s Guide

11 Implementing Gamification for User Roles Agent Role 6 Verify that you can see these pages as an agent in the vertical Toolbar on the right: Profile > Avatar (mouse over the base) and Marketplace (shopping cart) Achievements Challenges 7 Gamification in Performance Dashboard Administrator s Guide

12 Chapter 2 Creating Rules Rules enable you to use ACD, CRM, and other metrics in the games that you create. Rules comprise several components: after you set eligibility criteria, you select and configure metrics, payouts, and actions. Eligibility Metrics Payouts Actions Roles or persons Time interval Metric Score calculation Qualifier Ratio Range Percentile Rank Coins Experience points Currency Badge Creating Rules Testing Rules With Previous Data Editing Rules Searching for Rules Creating Rules This example describes how to create a rule to track the number of calls processed by agents. 1 Go to Account > Rules Engine. 8 Gamification in Performance Dashboard Administrator s Guide

13 Creating Rules Creating Rules 2 To add a rule, click the plus icon. The rules form is displayed. 3 Name and describe the rule, for example: Calls Processed. 4 To store the rule, select or create a folder, for example: Agent Rules. To create an entry in an existing field, use the keyboard Backspace key to delete the current information, and enter the information that you want. 5 Select the employees who will be subject to the rule. For this example, leave the default All. 6 Optionally, select the types of calls that will be subject to the rule. 7 Optionally, select call elements, such as call type or disposition, that will be subject to the rule. Attributes are specific to your organization. 8 Select one or more roles eligible for the rule, such as Agent. 9 Select a date range during which the rule will be active. The range may start in the past. To run the rule indefinitely, leave the end date blank. 9 Gamification in Performance Dashboard Administrator s Guide

14 Creating Rules Creating Rules 10 In the Amount and Type menus, select the frequency of execution of the rule. This rule will be applied every day, starting on June 1 and ending on June 15. If you select 2, the rule will be applied every 2 days. 11 Click Next. 12 To track the number of calls that agents are processing, click Metric. Metrics calculate the points for the payout. You may configure one or more metrics in each rule. A page of metrics is displayed in categories. For a description of the metrics in the Multichannel category, see Appendix A. 10 Gamification in Performance Dashboard Administrator s Guide

15 Creating Rules Creating Rules 13 In the Totals section, click Answered. A window displays the possible types of calculations for the metric: ratio, range, and tier. Each type is optional. You may choose only one at a time. 14 To calculate a ratio, for example, click Choose. 11 Gamification in Performance Dashboard Administrator s Guide

16 Creating Rules Creating Rules If you use only one metric, a ratio is the preferred calculation. Because agents were selected earlier for the rule, Agent is selected in the Calculate at level menu. 15 To choose another type of calculation for the same rule, repeat steps 12 and 13 for the second calculation. 16 In the Calculating value field, enter 1, and click Done. For every answered call, agents will receive 1 score point. Score points are used to determine the agents reward. 17 To add a qualifying criteria, click Qualifier. Qualifiers are metrics, such as averages and percentages, that agents must meet before they are awarded points. Qualifiers add a multiplier or bonus to the agent s score. These metrics are used to prevent agents from achieving high scores at the expense of customer service or good business practices. You may add multiple qualifiers. However, multiple qualifiers may intimidate agents, which may prevent them from participating fully. Each qualifier is evaluated individually (OR). However, if you set multiple qualifiers, they are evaluated together (AND). For example, agents must achieve a specific score to accumulate points and awards, such as a target of 80%. Set ranges that define how agents' scores are modified (as a percentage): - Agents who earn more than 90% qualify for a reward bonus that you set, such as 125%. - Agents who earn % receive 100% of the reward. - Agents who earn less than 80% do not qualify for the reward. a Click Answered. b Set as many tiers as you need. This example shows a qualifier (MC-HandleTime) with three tiers. Using the average handle time ensures that agent do not to beat the target range to earn more coins from the rule. 12 Gamification in Performance Dashboard Administrator s Guide

17 Creating Rules Creating Rules 18 Click Done. Your qualifier is displayed next to the rule. 19 Click Next. The payouts page is displayed. Payouts are separate from points that are calculated in the metrics section. They represent the number of coins or other reward awarded for the achieved metric. Before you add payouts, the icons at the top of each section are disabled. After you add payouts, the corresponding icons are enabled. 13 Gamification in Performance Dashboard Administrator s Guide

18 Creating Rules Creating Rules 20 Open the Ratio menu. Each type of payout is optional: coins, experience points, and/or currency. The score points are generated by the metrics and qualifiers and are multiplied by the multiplier that you choose in these menus. Example An agent receives a score of 20. If the coin multiplier is 10, and the XP multiplier is 1, the agent receives 200 coins and 20 XP points. In each payout menu, you can enter a multiplier, such as 1, and a maximum number of coins, experience points, and/or currency. In Coin Payout, you can also select when agents should receive the coins: now or days, weeks, or months later. If you select later, you need to indicate in the Delay field when agents will receive the points. Experience points enable agents to reach higher levels. You can award additional coins and trophies with each accomplishment. The level is displayed on the base of the avatar. Experience levels represent a progression or levels or skills. For example, all agents would probably start at level one. When they reach a specified level, you may award a payout or an incentive. To verify and award the results of the currency payout, you can export the data to a spreadsheet and add the currency to the agents paycheck, for example. This example shows all three enabled payouts. 21 Open the Rank menu. 14 Gamification in Performance Dashboard Administrator s Guide

19 Creating Rules Creating Rules The default rank is 1 (top performer). You may add more ranks. Note With ranks, ranges, percentiles, and challenges, you can also award experience points, currency, and badges. The available options are displayed on the left. To use them in any level, drag the icon to a dotted space on the right. You can add as many rewards as you want. For each reward that you select, you choose an amount or type. If a tie occurs, the tied agents receive the configured actions. Example If four agents are tied for first place, all of them receive the same coins, experience points, and/or money. Example Five ranks are set up. If four agents are tied for first place, they are ranked first. The next agent is ranked fifth. This example shows three ranks with varying amounts of coins, experience points, and currency. 22 Open the Range menu. You start with the top range because the upper limit of the next range is automatically added when you add another range. Example If the top range is 20, the upper limit of the next range is set to when you click the plus sign. 15 Gamification in Performance Dashboard Administrator s Guide

20 Creating Rules Creating Rules 23 Open the Percentile menu. You start with the top range of percentiles. When you create a template for a rule, you cannot use it in other rules. Example To reward the top 10% agents, set the first percentile at 90. Depending on the template that you choose, additional lower ranges are created, or you may create your own. 24 Open the Challenge menu. This menu enables you to allow agents to add coins to pot so that they can compete against each other to win the content of the pot. After you create a template, agents can initiate and join in challenges located listed in the right navigation bar (boxing glove icon). Fields Challenge Number of participants Wager Seeded coins Description Name and description. Minimum and maximum. At least two but no maximum number. Minimum and maximum. No required limits. Number of coins contributed by your organization. 16 Gamification in Performance Dashboard Administrator s Guide

21 Creating Rules Creating Rules Fields Seed for each participant Withdrawal Initiation by agents Payout tiers Description Minimum number of coins required for each participant. Maximum number of days allowed for participants to withdraw from the challenge. Whether agents can create a challenge based on the template created for a specific rule. Percentage of the winnings awarded to each tier, for example: the top tier (winner) may receive 90% of the reward, the second tier may receive 10%. All other players receive nothing. This example shows a challenge with two payout tiers. 25 Click Next. 17 Gamification in Performance Dashboard Administrator s Guide

22 Creating Rules Creating Rules 26 Verify that the rule parameters are correct. 27 Click Save. Your rule is displayed in the Rules Engine page. 18 Gamification in Performance Dashboard Administrator s Guide

23 Creating Rules Creating Rules 28 To test the rule with the data currently available, click Results. 19 Gamification in Performance Dashboard Administrator s Guide

24 Creating Rules Testing Rules With Previous Data Testing Rules With Previous Data To test your rule with previous intervals, follow these steps. 1 Click the green icon at the top left of your rule. 2 At the top, select a date, and click Run. A simulation is displayed. 20 Gamification in Performance Dashboard Administrator s Guide

25 Creating Rules Editing Rules Editing Rules To edit your rules, click one of its summary components. Rule configuration at Eligibility window Rule results for a date range Options that can be copied: eligibility, metrics, and/or actions Rule simulator Delete rule Metric and qualifier summary and addition Rule configuration at Actions window Searching for Rules If you have a large number of rules, use the filters above your rules to find what you need. You can search rule names, rules in specific folders, rule activity, and rule types and components. 21 Gamification in Performance Dashboard Administrator s Guide

26 Chapter 3 Managing the Marketplace Create the products that you need, such as gift cards. You can do so only if you have enabled Create for Marketplace Management and Marketplace Shopping in the first chapter. Agents access the marketplace from the shopping cart in their profile. 1 To add a product, go to Account > Marketplace Management. 2 Click the plus icon in the top right corner below your user name. 22 Gamification in Performance Dashboard Administrator s Guide

27 Managing the Marketplace The Product Info page is displayed with tabs at the top. 3 Complete the form: a Enter a product name, such as Headphones, and a description. b Select a category and sub-category or enter a new category and subcategory. c Enter a price that agents must pay. d Enter the quantity in stock. e To select a sale date or interval for the item, click the field or the calendar, select start and end dates, and click OK. 23 Gamification in Performance Dashboard Administrator s Guide

28 Managing the Marketplace 4 Click Next. The settings page for the product in the marketplace is displayed. All settings are optional. If you choose none, agents do not see the product. a To show the product to users, enable Show on home page in carousel, and select a date or an interval. Users can see the product only during the time selected. You may show or hide products as needed. b Optionally, to set as featured product, enable List as a featured product on home page, and select a date or an interval. Users can see the product only during the time selected. This setting displays products that will be available soon. c Optionally, to modify the sale price, enable Put on Sale, enter a discount percentage, and select a date or an interval. The item is discounted only during the time selected. 5 Click Next. 6 To add a picture of the product, drag a JPG image to the window or click Browse. The image is displayed in the placeholder. 24 Gamification in Performance Dashboard Administrator s Guide

29 Managing the Marketplace 7 Click Next. 8 To make the product available to users, enable Assign All. Assignment can range from organization down to team but not an individual. 9 Click Next. The completed product page is displayed. 25 Gamification in Performance Dashboard Administrator s Guide

30 Managing the Marketplace 10 Click Save. Your product is displayed under the Products tab in Marketplace Management. You may return to any product information page by clicking the product image. 26 Gamification in Performance Dashboard Administrator s Guide

31 Chapter 4 Creating an Avatar Avatars are part of the reward system if you enable them. The options available for avatars may be customized for your company. For more information, contact your Five9 representative. 1 To access an avatar, click the question mark or the photo icon at the top right. 2 To see the outline of the avatar initially, place your cursor above the base. Gems, coins, and challenges won Shopping cart Badges Profile settings Avatar inventory Game level 27 Gamification in Performance Dashboard Administrator s Guide

32 Creating an Avatar 3 To start configuring the avatar, click the outline of the avatar. 4 Choose attributes, and click Next each time: Attribute Comments Gender Skin tone Head shape Hair style and color Eye shape and color Nose 28 Gamification in Performance Dashboard Administrator s Guide

33 Creating an Avatar Attribute Earrings Comments To buy earrings, you must have gems: 1 To buy gems, select a number of gems to purchase and click Buy Gems. 2 Click Yes. 3 Click Purchase, and Yes. Mouth Glasses To buy glasses, you must have gems. To buy gems, follow the same steps as above. Body shape 5 Click Save. You are ready to dress your avatar. To purchase some of the items, you will need gems. 6 Click Inventory at the bottom. 29 Gamification in Performance Dashboard Administrator s Guide

34 Creating an Avatar If you have enough gems, you may purchase hand and wrist items and hats. 7 In succession, click the Shirt, Pants, and Boots icon, and select an item and a color. 8 Click Save. Your finished avatar is displayed. You can modify it at any time. 30 Gamification in Performance Dashboard Administrator s Guide

35 Appendix A Metrics in the Five9 Text ( , Chat, Social) Log Report Metric Five9 Source Field Calculation MC-AbandonTime Queue Time, Disposition Queue time for abandoned records (see MC-Abandoned) MC-Abandoned (MC-Abn in UI) MC-ACW Time Disposition After-chat time Count of records with abandoned disposition MC-Answered Handle Time Records with Handle Time > 0 or user is not [None] MC-AnswerTime MC-FCRTime MC-FCRTimeSec MC-HandleTime Handle Time, Queue Time FCR Time FCR Time Handle Time Queue time for handled records (see MC-Answered) MC-ProactiveOffers Proactive Offers Records with proactive offers MC-Queued Queue Time Records with QueueTime > 0 MC-QueueTime MC-ResolutionTime MC-ResolutionTimeSec MC-VideoTime MC-VideoTimeSec Queue Time Resolution Time Resolution Time Video Time Video Time 31 Gamification in Performance Dashboard Administrator s Guide