Challenges, rewards and kudos

Challenges

Suggested challenges

Above the challenge list the console shows up to three suggestions drawn from the team's own numbers: an escalation challenge when the rate is over 5% across 20 or more contacts, an evaluation floor when the average is under 85, a quality-and-sentiment race when customer sentiment is low, an adherence race when adherence is under 90%, a kudos challenge when kudos are rare, and a team points target when everything looks healthy. Hover a suggestion to see why; click it and the form opens filled in. Suggestions for a template that is already running are not shown.

A challenge sets a target for a period and measures progress from Connect data over the whole of that period. Agents cannot report their own progress. Supervisors create challenges from the console with New challenge, choosing a template:

• Keep escalations under target: the team's escalation rate stays at or below a percentage.
• Every evaluation at or above a score: every evaluated agent clears the bar.
• Team points target: the team earns a total.
• Kudos received per agent: everyone receives at least a number of kudos.
• Agent race: agents are ranked on one or two measures, with prizes by finishing place.
• Head-to-head: two agents on one measure. The winner takes the reward.
• Team vs team: your team against another routing profile on one measure.

Measures for races, head-to-heads and team contests: points, contacts handled, evaluation average, customer sentiment, survey score, handle time, escalation rate, kudos received.

Contest rules for a race

• Two measures, weighted. Pick a main measure and optionally a second, with weights. Each agent is scored from 0 to 100 against the best in the field, lower-is-better measures are inverted, and the weighted score ranks them.
• Minimum qualifier. An agent needs at least that many contacts in the period to be ranked, so a one-call wonder cannot win on a single evaluation.
• Prizes by place. Points for 1st, 2nd and 3rd, each paid to the agent who finishes there.
• Anonymised standings. Hide names from agents until the race ends. Each agent still sees their own position; supervisors see everything.
• Disqualify. A supervisor can remove an agent from a running race with DQ on their row, and reinstate them later. The agent sees "disqualified"; the rest of the field re-ranks.

Finishing

When a challenge's end date passes, or a supervisor ends it early, its standings are frozen and the prizes are paid as points once, with a "Challenge won" line in each winner's feed. For team challenges, the reward goes to everyone who took part if the target was held. Later data never changes a finished result.

Progress shows in the console, the agent panel and on wallboards. Challenge starts and results also go to the team's Slack or Teams channel if notifications are set up.

Rewards

Agents redeem points against a catalog from their panel. Each request waits for a supervisor's approval in the console. Declining returns nothing to the agent, since nothing was taken. Fulfilling an approved reward is up to you.

The catalog

The Catalog button on the console's reward approvals card opens the team's catalog: each reward's name and cost in points, up to 20 of them. The default is a $25 gift card, a half-day Friday, a team lunch and a week's prime parking. Each team can have its own catalog, and Use the default catalog puts a team back on the shared one.

Balances and resets

What an agent can spend is the points they earned in the current period minus the rewards approved in it. The period is set in the same dialog: week (Monday to Sunday, the default), month or quarter. When the period turns, everyone starts from zero, which is what lets a newcomer catch up with a long-tenured agent. Earned points, levels and leaderboards are not touched by a reset; only the spendable balance is. The agent panel shows the balance, the period and the date it resets.

Monthly reward budget

Each team can carry a monthly budget in points, set from the Budget button on the console's reward approvals card. Approvals add to the month's total; an approval that would take the team over the budget is refused with a message, and the request stays pending until the budget is raised or the month turns. The card shows how much of the month's budget is used. Set the budget to 0 to remove the cap. When notifications are on, the team channel hears when 25%, 50%, 75% and 100% of the budget are used. Months follow the stack's Timezone setting.

Kudos

Badges

A kudos may carry a badge: Lifesaver, Calm under pressure, Team player, Problem solver, Customer champion or Mentor. Pick one in the agent panel next to the teammate's name. It shows on the feed, the wallboard and the channel message. Badges carry no extra points; they say what the kudos was for.

Spot awards

A supervisor can give points for something they saw: a hard call handled well, a save, a helping hand. Spot award on the console's kudos card takes the agent, up to 100 points and a reason the team will see. It lands on the agent's ledger and the team feed with the supervisor's name, is posted to the team's channel under the kudos switch, and is logged. Each supervisor may give ten a day.

Spotlights

Some moments deserve a mention without waiting for a teammate to notice. Arena posts a spotlight to the team's kudos feed, the wallboard ticker and the team's channels when an agent scores 95% or better on an evaluation, reaches day 5, 10, 20 or 50 of a clean-quality streak, or has their best day on record (which needs at least three earlier active days). Spotlights carry no points, so nothing can be farmed, and they can be switched off per team under spotlights in the notifications card.

Agents send kudos to a teammate from their panel with a short note. The recipient earns 8 points and the note appears on the team feed in the console and on wallboards.

To keep kudos meaningful:

• Each person may send five a day. The KudosDailyLimit setting changes this.
• Kudos cannot be sent to yourself, or to anyone outside your team.
• An agent receiving six or more kudos in a day, and three times the team average, is flagged in the console so a trading ring stands out.

Current as of version 0.18.0. See the release notes for what changed since.