Configure gamification profile metrics

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Genesys Cloud enables administrators to configure comprehensive gamification profile metrics through the Performance Management module to measure and track agent performance across multiple dimensions. Users with the Performance Management Admin role can access the Metrics tab to create, copy, or edit up to 50 metrics per profile, with each metric requiring configuration of display name, metric type, objective type, units of measure, maximum points, and enabled status. Configuration options allow administrators to specify media types (SMS, message, email, incoming interaction, all interactions, or all media types) and conversation direction, with metrics displayed in customizable order visible to both agents and supervisors. The platform supports both built-in and custom metrics, including Average Alert Time, After Call Work Time Ratio, Average Handle Time, Average Hold, Average Talk Time, Calls Transferred Ratio, Conformance, Hold Time Ratio, Interactions Answered Ratio, Interactions per Hour, Number of Interactions, Number of Interactions Answered, Number of Transfers, Punctuality, Quality Evaluation Score, and Total Talk Time. The Detected Topics metric analyzes interactions using configurable OR or AND logic with up to 10 topic names, while external metrics provide additional customization options. Administrators can establish performance zones by setting upper and lower limits and assign point values—either single values or ranges—to reward agents whose performance falls within specified zones, with out-of-bounds performance receiving no points. Multiple objective type configurations define target zones and point allocation, including Punctuality (requiring Workforce Management integration), Target Area configurations (three or five zones), Higher is Better variants (two to four zones or to maximum), and Lower is Better variants (two to four zones or to minimum). Quality Evaluation Scores are generated automatically upon evaluation release and account points against the release date. New metrics appear on agent scorecards within seconds and track current-day performance data, though Genesys Cloud Insights displays performance data with a one-day delay. Access requires appropriate licensing (Genesys Cloud CX 1-4 or equivalent WEM Add-on licenses) and the Performance Management Admin role, which must be manually added through the Authorization API. The platform includes a feedback mechanism for reporting issues or providing positive feedback, with related documentation covering gamification configuration, profile management, membership administration, and permission settings.

PrerequisitesClick to expand

Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3 Digital, or Genesys Cloud EX license
Performance Management Admin role

Note: Genesys Cloud enables the Performance Management Admin role for all new organizations. However, anyone with an existing org must add this new role by using the Authorization API to restore all default roles.

A profile includes details, metrics, and members. When you create a custom profile, you must configure each of these three profile components.

For more information about how to configure profile details and members, see Configure gamification profile details and Manage profile memberships.

To manage a profile’s metrics, use the Metrics tab in a gamification profile. You can configure a maximum of 50 metrics per gamification profile.

View a profile’s metrics

Click Menu > Performance Management > Employee Engagement > Gamification Profiles.
Click a profile.
Click the Metrics tab.

Click the image to enlarge.

The Metrics tab

Note: If you are creating a profile, the Metrics tab is not available until you save the profile. When you save the new profile, all metrics and objectives from the default profile are available for inclusion in the new profile.

Interface element definitionsClick to expand

Interface element	Description
Position	Order in which the metrics appear to agents in the agent activity view.
Display Name	Name that you want to appear in agent views and supervisor views for this metric.
Metric Type	Metric that the profile measures.
Objective Type	Objective that defines the performance measurements.
Units	Units of measure for the metric.
Max Points	Maximum number of points agents can earn.
Source	Metric source. If you copied the metric from the default profile, the source is “Default Profile.” If you created the metric for this profile, the source is “This Profile.”
Enabled	Status of the metric.

Metric configuration options

To configure a metric, you can:

Create a metric that you can customize for this profile. This metric does not sync to the default profile metric.
Copy a metric from the default profile to this profile. For example, you can copy metrics from the default profile that were added after this custom profile was created. Changes to the default profile metric reflect in the copied metric. You cannot copy a metric from the default profile that is in this profile already.
Note: You cannot copy metrics from a custom profile to the default profile.
Edit an existing metric in this profile.

Create and configure a metric

Create a profile or edit an existing profile.
Note: When creating a profile, the Metrics tab appears after you configure the new profile and click Create Profile.
Click the Metrics tab. Click the image to enlarge.
- To create a metric, click Create Metric.
- To copy a metric from the default profile:
  - Click the default profile metric to copy and then click Copy Metric.
  - Click the arrow next to Create Metric, and then click Copy Metric.
- To edit a metric in the profile, click the metric in the list.
Select the Details tab and in the Display Name box, type the name that you want to appear in agent views and supervisor views for this metric.
Under Media Types, select the media types to include in the metric.
Under Initial Direction, select the initial direction to include in the metric. Available options are Both, Inbound, and Outbound.
Under Direction, select the direction to include in the metric. Available options are Both, Inbound, and Outbound.
From the Queues list, select the queue associated with the selected metric type.
On the Objective tab in the Objective Type list, click the type of objective to use with this metric. Some metrics have a set objective type and you cannot change it.
Specify which time measurement units that you want to use to configure time-based metrics.
- You can select Hours, Minutes, and Seconds.
- (Optional) You can select decimal precision up to five digits.
Set the upper and lower limits for each zone, in the unit of measure for the objective type.
Note: To use your current analytics to help establish a baseline, see Agents Performance views overview.

Set the points to award when an agent’s performance falls within a particular zone. You can specify a single point value or a range of points. To switch from one to the other, click the diagonal arrows beside the point box.

Points awardedClick to expand

Zone	Points awarded
Out of bounds (upper or lower limit)	None
Good performance (lower limit)	Number of points configured for the lower limit
Good performance (upper limit)	Number of points configured for the upper limit
Target	Maximum

To enable the metric, turn on Enabled.
Save your changes.

Metric typesClick to expand

Gamification includes a set of predefined metrics that you can usually customize to suit your goals. The metric type determines the unit of measure used (percent, seconds, or a number).

The metrics are either built-in or external. The following table lists all the built-in metrics. For more information about external metrics, see Configure external metrics for performance scorecards.

Metric name	Options	Units	Metric measured
Average Alert Time	Media types All Queues Initial direction Direction	Seconds	Total Alert Time / Count of Alerts
After Call Work Time Ratio	Media types All Queues Initial direction Direction	Percent	Total After Call Work time / Total handle time
Average After Call Work	Media types All Queues Initial direction Direction	Seconds	Total After Call Work time / Count of interactions
Average Handle Time	Media types All Queues Initial direction Direction	Seconds	Total handle time / Count of interactions
Average Hold	Media types All Queues Initial direction Direction	Seconds	Total hold time / Count of interactions with a hold
Average Talk Time	Media types All Queues Initial direction Direction	Seconds	Total Talk Time / Count of Interactions
Calls Transferred Ratio	Media types All Queues Initial direction Direction	Percent	Total calls transferred / Total calls for a day
Conformance^*	N/A	Percent	Actual On Queue / Scheduled On Queue for a day.
Detected Topics	Topics Topic scoring Media types Call Queues Initial direction Direction	Percent	The percentage of interactions analyzed for topic spotting and include the selected topics for the specific day. When you select Detected Topics, you must select the topic names (10 maximum) that you want to configure. Also select how you want the selected topics to score (that is, OR or AND). OR – If ‘any one’ or ‘subset’ or ‘all’ of the topics configured for the metric are detected in a single communication, it is counted once toward the detected topic score. AND – Only if all the topics configured for the metric are detected in a single communication, it is counted once toward the detected topic score. Note: ‘Detected Topics’ only considers topics from internal agents. Topics from external participants are not included.
Hold Time Ratio	Media types All Queues Initial direction Direction	Percent	Total hold time / Total handle time
Interactions Answered Ratio	Media types All Queues Initial direction Direction	Percent	Total interactions answered / Total interactions received
Interactions per Hour	Media types All Initial direction Direction	Number	Total count of interactions / Total On Queue time
Number of Interactions	Media types All Queues Initial direction Direction	Number	Total count of interactions for a day
Number of Interactions Answered	Media types All Queues Initial direction Direction	Number	Total count of interactions answered in a day
Number of Transfers	Media types All Queues Initial direction Direction	Number	Count of transfers in a day, starting after one call is handled
Punctuality^*	N/A	Seconds	Seconds within range of actual activity start time Activities to measure against: On Queue Break Meal Training Meeting Note: The maximum number for the punctuality metric per profile is 1.
Quality Evaluation Score	Evaluation Forms	Percent	Genesys Cloud generates points for each evaluation individually as and when an evaluation score is released. Points are accounted against the release date.
Total Talk Time	Media types All Queues Initial direction Direction	Seconds	Total talk time

* Requires Workforce Management (WFM)

Objective typesClick to expand

Each metric has a default objective type that defines the target zones and points to award. You can change the objective type on most metrics and configure it as needed. The point values for each zone can be singular or a range. The points that an agent earns determine the agent’s ranking on the leadership board.

Objective type	Description	Zones
Punctuality	Only valid for the Punctuality metric. It measures how close an agent is to the transition times set by their schedule. Note: The maximum transition time is two hours.	Out of Bounds Good Performance Target
Target Area (Five Zones)	Encourages outlying agents to improve performance upward or downward toward an ideal target range.	Out of Bounds Good Performance Target Good Performance Out of Bounds
Target Area (Three Zones)	Encourages outlying agents to improve performance upward or downward toward an ideal target range.	Out of Bounds Target Out of Bounds
Higher is Better (Two Zones)	Encourages agents to improve performance results toward a higher target value.	Target Out of Bounds
Higher is Better (Three Zones)	Encourages agents to improve performance results toward a higher target value.	Target Good Performance Out of Bounds
Higher is Better (Four Zones)	Encourages agents to improve performance results toward a higher target value.	Target Great Performance Good Performance Out of Bounds
Higher is Better to Maximum	Encourages agents to improve performance results toward a specific value, where a further increase becomes detrimental.	Out of Bounds Target Good Performance Out of Bounds
Lower is Better (Two Zones)	Encourages agents to improve performance results toward a lower target value.	Out of Bounds Good Performance
Lower is Better (Three Zones)	Encourages agents to improve performance results toward a lower target value.	Out of Bounds Good Performance Target
Lower is Better (Four Zones)	Encourages agents to improve performance results toward a lower target value.	Out of Bounds Good Performance Great Performance Target
Lower is Better to Minimum	Encourages agents to improve performance results toward a lower target value, where a further decrease becomes detrimental.	Out of Bounds Good Performance Target Out of Bounds

Note: If you configure a new metric in a gamification profile, the new metric appears and tracks performance on agent scorecards within a few seconds. The Scorecard includes performance data for the current day. However, the newly configured metric will only appear on Insights the next day, because Insights only includes performance data up to the day before today.

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Configure gamification profile metrics

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Metric configuration options

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