5. Gamification v5
The Game
One game is integrated for many competitions given during a specific while. It has place when the administrator active the game untill it cancel, and only there is a game by area of Call center. An area of active play can have more than one group, each group has different agents.
The visualization of the game is a board with boxes, a background, Simpson Ciyt is the default background, you can also enter the picture you like, using a jpg or png file. The wdth and height you want to give to the grid and then make a way boxes for players progress based on their score (each box worth X points, agent moves to the next box, where X is the goal / ctd boxes). The boxes only can seen on the designer of the model then in the real game are not visible. New models can be created or reuse models created previously.
The competitions are views of games : they share the same model of the game, but change players participating in the competition, and the point value of each cell, according to the goal of the competition. Thay are of two types:
Inside a group, a competition between agents.
Inside a area, a competition between their groups. It is important to highlight that groups compete between each other without taking care if they are for the same company or not.
Optionally, it can be add a third level in the area that divide in teams with coordinators in front and these groups are supervisors in front. The groups compete between each team, the teams compete inside a area, but there is no competition(seen from the game) between all the agents of a team.
With respspect to the rules of assignation of points, it can define and modified for an area. Example : Sales have the following indicators which give the following points. Change the model of the game but the daily objetives will remain equals, if they want to modify, must change in another screen of game creation.
They also look for a set daily goals each level of comeptition. When it reaches the goal, an achievement occurs, but you can always accumulate more points from the goal. To achieve, the agent must start a new round of the game (form the box of strat again). The goals are the same for al the groups and teams. Example: Agents, 10 dialy points. Groups, 50 daily points. Teams, 500 daily points. It is not considered a award in the product to reach that goal.
Besides the game, it will be a dinamic ranking that will generate in base to the following filters:
Amount of competitors to show, Initial date,Finishi date,Performance measures (points game), and if it's shows agents (and in which graopu or team), group(and from what team) or teams. It is only for the current selected area.
The Score
Point earned in the day of today. It is reflected in the game like advance in the daily goal.
There will be levels of experience according the amount of badges received.
The groupal score and team is the sum of the points of their agents.
The objetives
The objetives are daily, personal for agents and determine how the score is generate .
The group's goals are only in amount of points, not in performance measures. The group as such has a goal. Only the agents hace goals based in points and objectives based on performance measures.
It has a target of an indicator or performance measure, for example 50 calls.
That goal is worth a certain amoun of points, for example 100 points. So each call you make will give you 100/50 = 2 points to the agent. When it raches 50 it meets the daily goal.
Performance indicators are quentitative , base of amount. They are not taken into account percentage indicators, averages o qualitative. This is because agents can not move as they perform their activities, are measures that get at the end of the day such as recejtion rate or average sales . They can not take part of the daily game. No long-term objetives referred, only daily objetives (on long-term have levels). Examples of possible indicators: amount of calls of welcome in the area of customer support, sale of more that one amount in sales area, or total calls.
Indicator can be created and integrate with others buissnes system of the Call Center rise through excel screen or real-time time through web service, with customers program the thata upload from your system, for each agent in a measure. That file must be of type csv or excel worrksheet with the following: agentName;performanceMeasure;pointsGiven.
As you can be seen in the file format by three separate fields. There must be careful that the agent you want to give the points are in tje area of performance measurement that you want to give points, if the point is not so loaded into the agent. If the file format is respected but not the relationships between the agent and measures are respected, the data does not load correctly in the database information so losing the rise.
The agents can see the progress in thir daily objetives and that of his group and team. The daily objetives are the same fot every agent in the same game, they not change according the team o group. The buisness objetives of the Call Center (sales or collections) they are to compose the daily goals of agents in its various performance indicators.
Awards
All the mentions and public congrats fot agents are made through badges. The administrators define badges that they need (for example, badge of Super Champion). The company choose her name, description, category and image. Then the supervisor can decide who win and asigned to the winners, to appear in their profile. You can reward an entire group (badge for all players in the group).The system does not automatically assigned badges.
Some examples:
Super Champion, for being 3 month in the top 25.
Monthly top 25 diploma in effective sales, Champions Dinner.
Also can be physical awards grantes by the company related to the theme of the current game. For example, when a game of football World Cup is ended, giving goalkeeper give a glove that has less rejections or glass that was more effective sales.
Others examples are the awards for dynamic targets set by supervisors based on permormance the group as to enter a raffle for free if you meet your goal all week,if all the group reaches a daily goal, etc.
Metrics to establish who wins these awards can be obtained by the dynamic ranking, always they are indicators of quantity, but it is the company that provides physically and are not reflected in the game.
Roles
The role of agent is that one the was described in previous chapters.
Also:
You will receive notificationes listed in the Unified Inbox bar style uContact:
You meet on of your daily objectives.
When you reache your daily goal.
When you receive badge.
The role of the supervisor does not participate in the game and his screen is in the Portal, can:
Configure and start a new game for a determinated area.
Create and save a new model of the game, putting a new image in the screen and marking another way.
Create daily goals, points give and assign and impor your data.
Create new badges, view and modify badges created.
Create groups and teams competing in an area and the agents or groups that exist in each. Assign the memebers of each one.
See all the views of the agents, groups, and teams from all areas.
Award badges agents either to congrulate him or to give an award.
See the dynamic ranking with filters mentioned above.
See the notes identifying agents with their goals and points.
Games restrictions
For the proper functioning of the game, certain rules must be observed:
No new players may be added to a group during an active game.
Will not be able to add new performance measures for an active game.
The model that is being used can not be changed while struggling with it.
The images you want to upload both to badges images of group must be square and be of the type .jpg.
Wanting award points to agents by importing files should be aware of the existence of the permormance measures used, but will not be charged and these data are lost.
You can not import file to an agent that is still not an active game, because those points but never will be credited to the agent.
By entering negative of zero goals, points per share are not going to show it means that pressing the Save button will get a waring.
A group once created can not be Edit or, only you can change its image.
You can not create a new group for an area with an active game.
Both the name of a badge as a measure of performance or descriptions thereof should be not more words separated by spaces to 15 characters.
You can not repeat names of games that are or were active, not models that were used such name ever.