Gamification

Gamification layers points, badges, leaderboards, and challenges over the daily performance numbers — recognition lands where the work already happens, with no separate app to log into.

What the agent sees

The agent's /performance page carries an engagement strip alongside the daily metrics: earned badges, a rolling points balance, leaderboard rank, and any active challenges.

• Points accrue from performance events (hitting adherence, passing a QA evaluation, completing training, receiving a kudos) through a shared event bus.
• Badges are awarded automatically on milestones, or granted manually.
• Leaderboards rank agents within a scope; agents see their own rank.
• Challenges are time-boxed goals (individual or team) with a target and a reward; active challenges show progress inline.
• Certificates — completed challenges and earned achievements can be downloaded as a branded PDF.

Configuration

HR configures the economy at Settings → Gamification — point values, caps, badge rules, and a per-LOB toggle so a line of business can opt in or out. Supervisors create and manage team challenges from the performance surface.

Roles

Permission	Typical role	Lets the user…
gamification.points.read.self	Agent	See their own points, badges, and rank
gamification.leaderboard.read	Agent, supervisor	View the leaderboard
gamification.challenge.manage	Supervisor	Create and manage challenges
gamification.badge.award	Supervisor, HR	Grant a badge manually
gamification.config.manage	HR admin	Configure points, caps, badges, and per-LOB toggles

What to read next

• Performance Hub — the composite score the points build on
• Peer recognition — kudos that earn points for both parties