Subject
Applies to: Admin/Branch Manager
Purpose: To explain how to configure and customize the Gamification Leaderboard to track and display agent performance metrics.
Location in Ricochet: Dashboard -> Gamification Dashboard
Description
The instructions in this article require Branch Manager permission or above
This article walks Admin/Branch Managers through setting up the Gamification Dashboard, including selecting performance metrics, defining leaderboard visibility, and customizing how top and bottom performers are displayed.
Resolution
Optional: View the interactive tutorial for this process:
Click here to open the step-by-step tutorial in a new tab
Non-Administrators do not have the access to follow these instructions and should request support from their company admin or open a ticket.1. To set up and configure the Gamification settings, click Dashboard
2. Click Gamification Dashboard
3. Click the gear icon to bring up the settings
4. Edit your Gamification metrics:
The first dropdown: Total Calls / Talk Time / Call Transfers.
The next two sections: You can choose how many "top" and "bottom" users to display.
5. You have the option to show just users with "Agent" permission, or every user (including Admin/Branch Managers) on the Gamification page.
If you want to see just Agents, click Agents only checkbox, otherwise leave the checkbox clear
6. Click Save and refresh your browser to see the changes on the Gamification dashboard.
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