FAQs: Gamification

User metrics change throughout the workday to reflect your performance. Performance points increase or decrease accordingly. At the end of the workday, performance points awarded reflect your overall performance.  

There is no way to adjust points if a user forgets to log out. Performance points calculate based on the actual time the user logged off the queue. This serves as motivation for users to adhere to their schedules.

If you are using Workforce Management (WFM), gamification uses the BU/MU time zone. Otherwise, gamification defaults to the time zone of your Genesys Cloud region.

There is not a way to redeem performance points within Genesys Cloud.

You can only see punctuality data if you have customer interactions scheduled for that day. For more information about how punctuality is calculated, see Agent activity overview.

Performance points calculate in real time when users meet or exceed performance for a metric based on the associated threshold data values set for their organization. These points range between the lower and upper zone thresholds set for a particular metric as a straight line. Also, the points calculate for a workday, so shifts spanning across workdays result in points assigned across the two workdays.

Performance points represent an intangible reward to users when they achieve or progress toward an organization goal. Administrators set threshold values (upper or lower or both) for various metrics to measure employee performance. When an employee meets or exceeds performance for a metric, performance points are assigned to the employee based on the values set. 

Assigning maximum points serves as a way to allocate a priority weight to each metric based on its relative importance, enabling a balanced performance scorecard.