Help center
Guides for setting up and running Arena. Each article says which version it is current for; the release notes list what changed.
- Getting started
From subscribing on AWS Marketplace to agents seeing their first points.
Current as of version 0.17.0 - Implementation guide for partners
A half-day runbook for integrators deploying Arena for a client: questions to ask, launch settings, data, workspace app, sign-ins, configuration and handover.
Current as of version 0.16.0 - How scoring works
Where points come from, why quality outweighs speed, and what the scoring mix changes.
Current as of version 0.19.0 - Customer sentiment and survey scores
Scoring quality on every contact with Contact Lens and post-contact surveys.
Current as of version 0.4.0 - Challenges, rewards and kudos
Team challenges measured from Connect data, a reward catalog with approval, and kudos between teammates.
Current as of version 0.18.0 - Slack, Teams and email notifications
Kudos, reward requests, challenge results and a daily digest where the team already is.
Current as of version 0.13.0 - Coaching plans
Turning a flag into an agreed action with a follow-up date and before-and-after numbers.
Current as of version 0.4.0 - The results report
Seeing whether things are improving: any period against the one before, team and per agent.
Current as of version 0.4.0 - Wallboards and TV links
Putting Arena on a floor display without a sign-in, and controlling how names appear.
Current as of version 0.5.0 - Arena on your phone
Install the console, report and panel on an iPhone or Android phone from the browser, with no app store.
Current as of version 0.15.0 - Look and feel: themes and your logo
Light or dark per person, your company name, colours and logo on every page, and wallboard text size and contrast.
Current as of version 0.14.0 - Languages
The pages in English, Spanish, French, German and Brazilian Portuguese: choosing a language, what is translated, adding one.
Current as of version 0.20.0 - Users and sign-in
Managing agent and supervisor sign-ins from the console, bulk sync from Connect, using your own identity provider, and who can see what.
Current as of version 0.16.0 - Warehouse export and the read API
Per-agent per-day rows as nightly files for Databricks or Athena, and a data key for pulling the same rows over HTTPS.
Current as of version 0.12.0 - Connecting other platforms
The ingest endpoint any platform or middleware can feed, linking a person's ids across platforms, and switching providers without losing history.
Current as of version 0.16.0 - Security and your data
For security and procurement reviewers: architecture, data stored, what leaves your account, access, least privilege, encryption, retention and deletion.
Current as of version 0.11.0 - Settings reference
Every setting on the launch page, what it does, and when to change it.
Current as of version 0.16.0 - Billing and cancellation
How the active agent-day is counted, what you pay, and how to stop.
Current as of version 0.9.0 - Troubleshooting
Nothing scoring, sign-in loops, missing evaluations, and what to send support.
Current as of version 0.5.0
Can't find it? Email [email protected].