Create Games

Games are a simple and fun way to make daily work more engaging and fun for your users. You can create games for agents or teams to earn all types of rewards. Games are simple to create (using only one metric and one qualifier) and are easy to join (agents join directly from their Games module). Games start and stop at midnight based on the default time zone of your system, and the game rewards are paid out after the games conclude. For weekly games, the start day is based on your organization's settings. For monthly games, the start day is the 1st day of the month.

One benefit of games is that agents are not required to participate. After creating a game, an invitation is sent to all users that are eligible to play, therefore agents can join games of their own volition, rewarding initiative and motivation. You can also use this feature to analyze which games and which metrics your agents excel at, also the metrics or behaviors for which your agents might need more training.

  1. Click Gamification > Command Center > Games.
  2. Click Add New Game.
  3. Pick a game type. You can select either a Single Player or Multiplayer game type. Single player games allow agents to challenge themselves to improve. Multiplayer games reward performance compared to other players. You have 6 different games you can create:
    • Multiplier Madness — Agents compete alone and earn rewards based on their performance on the selected metric. Count metrics work well with these games. For example, each call handled for the OB Handled (outbound handled) metric could be worth 5 XP.
    • Bullseye — Agents compete alone, and are rewarded by their performance based on ranges that the game-creator specifies. To create different ranges, the game-creator must add more "rings" to the target. You can up to 5 rings (or ranges). An example of a bullseye game is creating average hold time (AHT) ranges of 0-5 mins, 5-10 mins, 10-15 mins, and 15+ mins.
    • Top Dog—Agents compete against each other for 1st place. You can create up to 5 finalists (top 5 players receive rewards).
    • Connect 3—Gamification administrators create a 3x3 grid of 9 possible challenges. Agents must complete 3 challenges in a row to win the game. The 3x3 grid of challenges is accessible to agents in their Games module. This game is an excellent way to incorporate multiple metrics into a game.
    • Connect All—Similar to Connect 3, but agents must complete all challenges in the grid.
    • Milestone—Reward points or coins when agents complete a series of milestones. You can create one big award at the end of the "journey", or individual awards for each milestone. You can create up to five milestones and use any metric or amount of points and coins. Agents can track their progress of the game in their Challenges module.
    • Top Team—Teams compete against each other based on metrics. They win awards based on the position their team places in the competition.
  4. Name the game.
  5. Select or enter the folder by which you want to categorize the game.

  6. Complete the game parameters sections. They are different depending on the type of game you are creating. These sections allow you to determine which metrics the players compete with, which qualifiers agents need to play, the type(s) of reward(s), and so on.

    You may want to set the max payout setting to limit the amount of earnings a player can earn. For example, when creating a multiplier madness game, players earn a reward based on how well they perform on a selected metric. If you were to create a game for outbound call volume, you could set a limit for the amount of coins players could win for the amount of outbound calls made. The max payout setting would prevent agents from manipulating the game for a higher reward. This allows agents to focus more effectively on handling the outbound calls.

    The selection window for adding agents will display 21 names by default. You can expand the window to view more agents by clicking See More at the bottom. You can select a parent group from the drop-down to assist you in selecting your desired groups or agents. You can also select the Automatically join players checkbox. This adds the selected groups or agents to the game without them needing to manually join.

  7. Run the Reward Estimator to help understand if the rewards this game is likely to pay out:
    1. Click Estimate.
    2. Select a date range. Data from games run during your defined date range display in the table.
    3. Analyze the resulting data to be sure that your game parameters and rewards are appropriate for you.
  8. Click Save. After saving the game, an invitation is sent to all eligible agents through their Games module.