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