Good afternoon. I am currently leading the change management for our new Gamification rollout and I’m facing a very specific localization issue. We’ve set up several ‘Leaderboards’ for our support teams based on their ‘Average Handle Time’ and ‘Customer Satisfaction’ scores. The leaderboards are working perfectly for our teams in the US and Europe. However, our agents at our physical site in Tokyo are not appearing on the leaderboards at all, even though they are completing hundreds of interactions daily. I’ve provided a detailed breakdown of the site configurations below. Is there a specific ‘Time Zone’ or ‘Division’ setting that restricts Gamification visibility for international sites?
Hey! Load testing engineer here, total stackoverflow style help coming your way. I’ve been doing some performance audits on the Gamification engine at scale and it’s definitely division-aware. If your Tokyo agents are in a ‘Japan’ division and your Gamification profiles (the ones that define the leaderboard) were created in the ‘Global’ or ‘Home’ division without explicitly including the ‘Japan’ division, those agents will be invisible to the engine! You have to ensure that every single division you want to gamify is added to the ‘Authorized Divisions’ list for each specific Gamification profile. It’s a classic configuration trap!
I am the Salesforce admin and I’ve integrated these Gamification metrics into our CRM. I can confirm the division issue. However, you should also check the ‘Attendance’ settings for the Tokyo site. If their WFM ‘Management Unit’ is set to a time zone that has a massive offset from your ‘Global’ Gamification reset time (usually midnight UTC), their daily scores might be being discarded or attributed to the ‘Wrong’ day in your leaderboard reports. Ensure your Gamification reset logic is aligned with the local site’s working hours to ensure fair competition.
Hey! Stackoverflow style help from Tokyo! I’m the admin for our 800-agent enterprise here in Japan and we hit this exact same wall last week. It turns out it wasn’t just the division—it was the ‘Metric Mapping’. If you are using ‘CSAT’ scores from a third-party survey tool (like Qualtrics), you must ensure that those external interactions are correctly linked to the Japanese ‘External Contacts’. If the survey tool doesn’t pass the same CorrelationID that Genesys uses for our regional interactions, the Gamification engine won’t know which agent to credit with the score! Once we fixed the API mapping, our Tokyo team jumped straight to the top of the leaderboard!