SummitAI Service Management Help

Gamification

What is Gamification?

Gamification allows the organizations to appreciate and recognize the efforts of an Analyst based on their Achievements. Using Gamification, organizations can specify 100+ parameters (for example, FCR, Incident reopened, CSAT, added KRs, Manual Escalations, Response SLA, Resolution SLA), which not only measures meeting the SLAs, it also allows the organizations to measure the performance on several other factors where they can identify the efficiency of the Analysts and appreciate the initiatives they take.

Setting Up Gamification

To set up Gamification in your organization, perform the following steps:

Define Goals/Badges/Achievements: Achievements are a way to give Analyst a way to get appreciation about what they have done to complete the predefined Goal. The Administrators identify the Action Items, configure the Score for Action Items, Badges for Score, and Achievements. The organizations can link the Gamification Achievements with the Analysts appraisals, give them rewards and certificates, leading up to promotions and monitory rewards.
Analyse day-to-day activity: Gamification elements can be applied to many of the day-to-day enterprise activities, such as training, project management, customer support, data-entry and others. The Analysts can view their Score and Badges. They can also see their Rank By Tenant and Rank By Workgroup. This provides a transparent system, where the Analysts can see their performance and identify the improvement areas.
Reward mechanism: Reward programs can be very effective in providing optimal motivations for driving engagement. Reward mechanism increases individual productivity – the act of recognizing desired behavior increases the repetition of the desired behavior, and therefore productivity. The reinforced behavior supports the organization’s mission and key performance indicator.

For more information about Configuring Gamification, see SUMMITAI Platform .

Advantages

Motivates the Analysts to perform better.
Provides a transparent method to evaluate the individual performance of an Analyst.
Improves the existing processes and methods.
It is a great way to recognize (Employee Recognition) who is performing especially well.
Gaming techniques encourage employee engagement.
Many employees are required to perform different tasks, which many times can involve conflicting expectations. Using gamification, it is possible to track many different elements and balance them.
Employees can improve essential aspects to progress in several areas.

Accessing the Feature

The Administrators can configure Action Points, Achievements, and Badges on the GAMIFICATION page (Admin > Advanced > Productivity > Gamification), see SUMMITAI Platform. Analysts can view their Achievements, Badges, and Score on the ANALYST DASHBOARD page.

Note:

Gamification is a licensed plug-in available with SummitAI Service Management module (from Alps release). If you are using Alps version of SummitAI application and have not purchased the additional licenses for Gamification, you will not be able to use Gamification (see: /wiki/spaces/ALPS/pages/21490608)

Figure: ANALYST DASHBOARD page

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