Symptom / Need

As a Wolkvox administrator, I need to set up the gamification service to motivate agents to achieve the operation objectives.

Context / Scenarios

Wolkvox Manager's gamification service allows you to create a system of rewards and goals for agents, in order to keep them more engaged and interactive with key performance indicators (KPIs). This functionality is located in the "Gamification" tab of the Dashboard.

Answer (Solution/Recommendation)

To configure the gamification service in Wolkvox Manager, follow these steps:

1. Go to the "Gamification" tab in the left side menu.
2. In the "Settings" section, activate the "Enable gamification (configure KPIs)" option.
3. Set daily goals for each of the following indicators:
   1. Daily HITS target per agent.
   2. Daily call target per agent.
   3. AHT (Average Handling Time) target per agent.
   4. ACW (Average Disposition Time) target per agent.
   5. Occupancy target per agent.
   6. Daily connection time target per agent.
4. Set the percentages of completion you want to assign to each indicator to calculate the final gamification score.
5. Save your gamification settings to apply to the entire operation.

Once configured, agents will be able to view their gamification scores and ranking in the “Gamification” section of the left side menu in the wolkvox Agent application, allowing them to stay motivated and focused on achieving their established goals.