Gamification contests

Contests provide a way to engage agents in gamified, incentivized activities. You can theme contests around certain key performance indicators and performance goals, with the intent to drive performance improvements for those KPIs. In this way, supervisors can meet organizational-level goals on key measures.

To access gamification contests:

1. 管理をクリックします。
2. Under Performance & Engagement, click Gamification Contests. Genesys Cloud displays the Contests screen.

The Contests screen lists active and inactive contests as well, in two separate tabs.

• The status of completed contests changes from ‘Pending Completion‘ to ‘Recently Completed‘. They stay in that state for 96 hours and then automatically change state to ‘Completed‘ and transition to the ‘Inactive Contests‘ tab.
• Contests that are canceled move directly to the ‘Inactive Contests‘ tab and show as ‘Canceled‘.

Show me a sample contest

Active contests

The summary table displays the possible attributes for active contests.

Inactive contests

The summary table displays the possible attributes for inactive contests.

Create a new contest

1. Click + New contest in the upper right corner of the Contests screen. The Contest wizard opens.
2. On the General tab, specify:
   • The name and the description of the contest.
   • The start and end date of the contest.
   • The winning criteria, which can be:
     • Highest total score: Genesys Cloud aggregates each participant’s daily points during the contest. This process determines their contest scores.
     • Highest overall % of the score: Genesys Cloud aggregates each participant’s daily points during the contest to get an overall % of the goal.
   • Select the respective Gamification profile from the drop-down menu. If you choose the default gamification profile, also select a division.
   • The Announcement date. You can announce the contest immediately, or set a later announcement date. The agents see this date in the contest widget on the Agent Activity screen.
   • Set the Ranking anonymization to No anonymization, All participants except winners or top 3 performers or All participants anonymized.
3. On the Metrics tab, you can select up to 10 metrics to run the contest for. You can set a Weight for each metric to determine to what extent Genesys Cloud weighs them in the ranking when calculating contest scores; and a Minimum qualifier, which sets the minimum number of points a contestant needs in the respective metric to qualify for the contest and become eligible to win. Agents can inspect their current points in their scorecards.
   • Supervisors can review typical performance in the Agent activity insights to help determine qualifiers.
4. On the Participants tab, you can select who participates in the contest. The list includes every person who is assigned to the selected gamification profile, to whom they are reporting to and in which team they. Select all lets you select everyone in the list at once in the selected gamification profile.
   • Use the filter options to list only the agents who report to a specific person or only agents in a specific work team. This option can help you to select certain groups of people.
     
     Note: Genesys Cloud considers all users in the contest when calculating performance averages, as long as they are participants, regardless of whether they’ve already qualified or not. Inactive users count toward averages as long as they are not manually removed from a contest.
     
     
5. On the Prizes tab, you can add a maximum of three tiers of prizes: Gold, Silver, and Bronze.
   • You can determine how many participants qualify for the selected tier in Number of winners. Configure at least one gold tier prize for one winner.
   • Enter a Prize name and a Description. 
   • Upload an image up to 5 MB. Genesys Cloud formats the image as a contest widget and banner previews. The ideal image resolution is 416 x 256 pixels.
   • Click Add to add another tier of prizes.
6. On the Review tab, you can review your settings.
7. Click Create to create the contest.

View and edit a contest

In the Contests screen, click a contest’s name to inspect its details or edit it, if necessary.

• The Overview tab lists the details that you have set during contest creation, as well as the highest and the lowest performers.
• In an active contest, the Participants tab is a leaderboard. It lists the participants and shows whether they are eligible for the contest, based on the contest settings.
  • You can examine each participant, their ranking and how do they perform against the determined metrics.
    
    Note: Genesys Cloud updates contest performance data every 15 minutes.
  • To remove a participant, click the respective checkbox next to a participant’s name and click Remove participant.

Click Edit to open the contest editor. You can go to the respective section that you want to edit.

Click Save when you have finished.

Duplicate a contest

Duplicate a contest to receive a pre-filled contest form where you only have to edit the specific sections you want to change for a new contest.

1. On the Contests screen, choose the contest you want to duplicate and click the Actions icon.
2. Select Duplicate.
3. Genesys Cloud loads the pre-filled contest form. You can edit the contest according to your needs.

Complete a contest

A supervisor must manually complete every contest. Contests that need completion are listed on the Contest screen with Pending completion status.

1. In the Contests screen, choose the contest you want to complete.
2. Go to the Participants tab.
3. Perform any of these steps:
   • Disqualify a participant. The agent does not see the disqualification. If an agent is disqualified while a contest is finished, Genesys Cloud zeros their scores. This behavior puts them at the bottom of the leaderboard.
   • Override tier and modify the rankings; for example, when there’s a draw.

Once a contest is completed, with winners assigned, the results cannot be changed. Genesys Cloud no longer updates the results, even if the underlying metrics are updated (for example, because of a schedule change for past days). It’s not feasible to update contests that are completed, because winners and prizes have already been announced.