Understanding Gamescope

Gamescope allows managers to set measurable goals for their employees and reward the achievers with trophies and badges. Once you identify the target or KPI that you want to measure you can set the challenges and assign trophies or badges as reward. Configuring a gamescope involves these components:

• Game: The challenge or the KPI for which the users are evaluated is considered as the game. The winners are rewarded for completion of a challenge with a trophy or badge. Zoho Desk offers a list of default trophies and badges using which different games can be created. For example, SLA saver can be used to create a game that evaluates how many reps are able to respond within the SLA estimated timeline.

• Trophy: A trophy is an award you receive by taking part in a game. It is awarded each time an agent performs different actions, such as closing a ticket, publishing a knowledge article, receiving a happiness rating, etc. Such actions are then scored, and winners are declared based on total points or number of a specific type of trophy.

• Badge: A badge is a reward for achieving a target. Your agents earn it by completing broader, less immediate tasks, such as, closing 20 tickets in a day. Since they are collected over a period of time, adding them up is great for determining the winner of a weekly, monthly, or even quarterly contest.
  

Enabling Gamescope

Admins can enable gamescope for the departments in which they want to setup gamification.

To enable Gamescope

1. Go to Setup ( ) > Organization > Gamescope.
   
   

2. Check the department for which you want to turn on Gamescope.

3. Toggle Gamescope.

Creating a game

A game can be created for individual users like number of tickets closed in a day by each agent or between groups. A maximum of 5 groups can be added to a game. When groups are added, each group consists of a set of players who compete against another group for a challenge.

A challenge is the task that users will perform for which they are rewarded with trophies or badges.

To create a game

1. Click the Gamescope icon ( ) from the top bar and click +New Game.

2. On the Create a Game page, do the following:

1. Enter a Name for the game.

2. Select Type as User or Group.

• If you select User, add the individual agents who are going to play the game.
  

• If you select Group, select users for each group.
    

3. Mention the Start Time and End Time.

4. Select a Repeat schedule hourly, daily, weekly, or monthly.

5. Specify the Organizers for the game.
   The organizers can stop, edit, or delete the game, and who may or may not participate in it.

3. View Challenges to see the trophies and badges created.

4. Click Add New to save the game.

Creating or managing Trophies and Badges

Agents win trophies by competing with one another or a specific groups. Each game happens within a time frame and consists of a set of challenges such as closing a ticket, publishing a knowledge article, or receiving a happiness rating. Those who obtain the maximum points in a challenge win the trophies. Likewise, the agents or teams who complete the most challenges win the first, second, and third places.

For example, consider you launched a new product and started receiving queries from customers. You can prevent the agents from burnout by gamifying the resolution process and encouraging them to provide great customer experience. You add a game called Smile Reaper for weekly challenge. The higher the happiness ratings they receive, the more points they earn. This will motivate them to provide the best possible solution to the customers and handle the tickets better. As a support manager this will ensure the customers have a great experience, and the team members feel positive and accomplished.

A badge is a reward that's given to a player as and when they achieve a particular target. For example, anyone who closed ten tickets a day could collect a 'Resolute Resolver Badge.' You can directly set badges for tickets or articles without creating a game.

Badges are best when you don't want to create a competition or meet a tight deadline. Also, since badges can be won by reaching certain recurring performance milestones, it serves as a tool to encourage your agents to improve everyday.

In Zoho Desk following default trophies and badges are available.

Note

• Admins can create upto a maximum of 21 trophies and badges.

• Each criterion should have a point associated with it.

• Negative points can be entered as penalties to discourage specific actions.

• Adding a new trophy will not impact the score in ongoing games.

• Once created, a trophy gets enabled for the ongoing games as well as future games.

• Points will not be awarded when the actions are performed through import, bulk API insert, and automation rules.

To add a new trophy or badge

1. Go to Setup ( ) > Organization > Gamescope.

2. On the Trophies page, click New Trophy or Badges from the upper-right corner.

3. On the New Trophy or Badge page, do the following:

• Select a Trophy Icon from the available images.

• Enter Trophy or Badge name.

• Describe the Challenge name.

• Select the Module: Tickets or Articles.

• In Choose action select an action.

1. For Tickets module: Update, Respond, Feedback, Close, and Reopen.

2. For Articles Publish.

• For Badges: Select the Target count and Duration (eg., 100 tickets in 2 hours).
  

• Click +Add Criteria and choose a field from the drop-down.

• Enter Criteria name and specify the points to be awarded each time the criteria is met. (Eg., first 10 points, 2nd 5 points)
  You can add upto 2 criteria.

4. Click Save.
   
   

Editing Trophies or Badges

System defined trophies and badges cannot be edited. Only the custom ones can be edited.

To edit a trophy or badge

1. Hover your mouse pointer over the trophy that you would like to edit.

2. Click on the Edit icon ( ).

3. Make the required changes and then click Save.
   

Disabling Trophies and badges

You can disable trophies or badges so that the games will not include those parameters for calculating scores.

 Note

• Trophies and badges can only be disabled, not deleted.

• Default badges and trophies cannot be edited except for their target count and duration.
  

To disable a trophy or badge

1. On the Gamescope page, select Trophies/Badges.

2. Toggle the corresponding trophy or badge.
   

The games tab shows the ongoing, completed, and upcoming games. The ongoing games can be stopped and notification can be set for players to stay updated about the upcoming games. Once the notification is turned on the game is pinned on the top bar. The Games tab displays the list of games and the achievement tab shows the player how much they scored in each game the trophies and badges they won.

Note: Upcoming games can be deleted when not needed:

• Two-player games can be deleted by either the organizers or users who are part of the game.

• Multiplayer games or Group games can be deleted only by the organizers of the game.
  

1. User name: By default, the page will display your achievements. You can also view the performance of your peers by choosing their name from the drop-down menu.

2. Overall Standing: This will be shown as the number of games in which you were placed first, second, and third. This is based on your cumulative scores in a particular game and not based on the trophies won by you.

3. Recent Trophies: This section will display the total number of trophies won by you. It also provides a breakdown of the number of times you've won each of the available trophies.

4. Recent Badges: Like trophy details, this section will display the total number of badges earned by you. You can also see the number of times you've received each badge.

Badge tab

You can view the amount of time left and the number of tasks to be completed inside that time for winning a badge. Let's consider an example where the badge's criteria state that you have to reply to 50 tickets in 24 hours. If you have replied to 12 tickets thus far, the Badge Status page will display the number of tickets responded as 12/50 tickets and the time remaining to complete the target, such as 12mins.

To view games, achievements, and badges

1. Click the Gamescope icon ( ) from the top bar.

2. Click the Games tab and navigate through Ongoing, Upcoming, and Completed tabs.

3. Click the Achievements tab to view the trophies and badges earned.
   

4. Click My Badges to see the achieved rewards.