Hey all. I am trying to build out a new gamification program for our agents. I want to award points when an agent successfully resolves an interaction that was escalated from our Dialog Engine Bot Flow. Basically, if the bot fails and the agent saves the day, they should get a badge. But when I look in the gamification metrics configuration, I do not see any options to filter by the previous routing segment or bot interaction. Does anyone know how to pull bot escalation data into the gamification profiles, or do I have to use a Data Action workaround to tag the interaction before it hits the agent?
This is a massive oversight in the gamification module. During our vendor evaluations, Genesys constantly pitches this unified AI and workforce management story, but the actual metric integration is lacking. The gamification engine only looks at standard agent metrics like handle time or adherence.
It has zero awareness of the bot flow that preceded the agent connection. You cannot natively link bot failure events to agent points.
You must use the Set Participant Data action in the Architect flow right before the transfer to queue block, and then build a custom dashboard outside of Genesys Cloud to merge those attributes with the agent scorecards.
Yeah That is spot on. We ran into this exact same thing trying to reward agents for handling callback escalations from the bot. The gamification engine simply ignores participant data.
Our workaround was to create a specific queue solely for bot escalations. If the bot fails, it transfers to the ‘Bot Help Queue’.
Then in the gamification profile, you can assign points for interactions answered in that specific queue. It clutters up your queue routing list, but it is the only way to achieve this natively without external dashboards.
I manage gamification for our digital channels and I use the exact same queue workaround that the previous poster mentioned. It is highly frustrating because we have to duplicate all our skills and queues just to track the bot handoffs for the leaderboards. Another option we evaluated was using the platform API to manually inject gamification points using a script that checks the conversation details for bot segments, but the API limits make that impossible for high volume contact centers.
Just use the separate queue method. It is a messy configuration but it functions correctly.