Hey everyone! I run the gamification and agent engagement programs for our contact center. We recently turned on Web Messaging, and it has been a huge hit with customers. I set up a bunch of gamification profiles to award agents points for fast handle times and high quality scores. It works perfectly for all our voice agents! But for some reason, the agents handling Web Messaging are getting zero points. Their leaderboards are completely empty! I checked the metric definitions and I have ‘Average Handle Time’ selected. Does Gamification just not support Web Messaging metrics at all?
Hey there! I had to review the gamification system for SOC2 compliance last quarter, and we ran into a similar mapping issue. Gamification absolutely supports digital channels, but the metric definitions are completely different! For voice, ‘Average Handle Time’ is a standard synchronous metric. Web Messaging is asynchronous, meaning a conversation could last for three days with the agent hopping in and out.
You cannot use standard handle time. You have to change your gamification profile to use ‘Average Handle Time - Messaging’ or evaluate them based on ‘Service Level - Messaging’.
The system calculates the active focus time instead of the total clock time.
Yeah man, that asynchronous metric mapping is super confusing. Also, make sure your agents are actually logging into the gamification dashboard using the same SSO profile! We had a bizarre issue where our web messaging agents were logging in through a different SAML identity provider mapping, and their user UUIDs were getting detached from the gamification profile assignment. If the metric change does not fix it, check the agent’s profile tab in the Admin UI and make absolutely sure the Gamification toggle is enabled for their specific division.
Sometimes the default role for digital agents misses that permission.