Hey everyone. I am setting up the gamification scorecards for our inbound voice agents to reward them for keeping their handle times low. We assigned points for staying under the three minute threshold. But our reporting team noticed a massive spike in agents using the maximum After Call Work timeout. The agents realized that if they simply let the system automatically wrap up the call instead of clicking the done button, they still receive the points. The gamification engine seems to calculate the handle time differently than the standard interaction reports. Does anyone know why the gamification module calculates After Call Work time differently than the standard analytics views?
This entire platform is built on inconsistent metric definitions. I have spent three years attempting to align the gamification metrics with our Salesforce Einstein analytics dashboards, and it is an absolute nightmare. The gamification engine calculates Average Handle Time using the tHandle metric, which aggregates the total talk time, hold time, and after call work.
However, if your queue is configured for ‘Mandatory, Time-Boxed’ after call work, the gamification engine stops the timer the moment the agent clicks the wrap up code, whereas the native analytics view continues counting the segment until the time box expires. You must configure your gamification metric to use tTalk and tHeld individually, rather than the aggregated metric, to stop this behavior.
That is correct regarding the metric discrepancy. We observed identical behavior when syncing our Salesforce Service Cloud omnichannel routing data with Genesys Cloud. The gamification profile metrics evaluate the interaction at the exact moment the agent state transitions from ‘Interacting’ to ‘Idle’.
If the agent allows the time box to expire automatically, the system attributes that final segment of idle time to the agent overall handle time calculation in gamification, but not in the raw analytics query. The solution is to remove the gamification points for Average Handle Time and instead utilize the ‘Evaluation Score’ metric, forcing supervisors to manually verify the interaction quality.
The behavior you are describing also breaks workforce management schedules. When agents intentionally delay their wrap up states to manipulate gamification scores, the WFM adherence engine flags them as out of adherence for exceeding their scheduled interaction time blocks. You must configure the queue settings to ‘Optional’ after call work to eliminate the time box entirely.
This forces the agent to manually select the wrap up code, aligning the gamification tHandle metric perfectly with the WFM adherence records and the standard analytics exports.