Implementing Seasonal Challenge Campaigns with Dynamic Goal Adjustment Based on Forecasts

How-To-Articles
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Implementing Seasonal Challenge Campaigns with Dynamic Goal Adjustment Based on Forecasts

What This Guide Covers

  • Moving away from static “one-size-fits-all” agent performance goals that become unrealistic during peak seasonal surges (e.g., Black Friday, tax season, or holiday travel).
  • Architecting a gamification system that dynamically adjusts KPI targets (AHT, Occupancy, Wrap-Up Time) based on the Genesys Cloud WFM forecast.
  • Rewarding agents for maintaining high quality and resilience during “High-Pressure” windows while loosening strict adherence targets to prevent burnout.

Prerequisites, Roles & Licensing

  • Licensing: Genesys Cloud CX 3 (required for WFM APIs) or CX 1/2 with WFM Add-on.
  • Permissions: Workforce Management > Forecast > View, Gamification > Profile > Edit.
  • Infrastructure: A middleware service (Node.js/Python) to sync WFM forecast data with Gamification profiles.

The Implementation Deep-Dive

1. The Psychology of Dynamic Goal Setting

Static goals are the enemy of agent engagement during peak seasons. If an agent’s AHT target is 300 seconds, but the holiday volume surge results in more complex inquiries, that 300-second goal becomes a source of stress rather than motivation.

The Solution:
Implement “Relative Excellence” scoring. Instead of a fixed target, the goal is calculated as a percentage of the predicted workload difficulty.

2. Extracting the WFM Forecast Data

We need to pull the Forecasted Workload from the Genesys Cloud WFM API for the upcoming “Seasonal Challenge” window.

API Endpoint: GET /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDate}/forecasts/{forecastId}

Data Points to Extract:

  • forecastedWorkload.averageHandleTimeSeconds (The baseline expectation for the week).
  • forecastedWorkload.offeredCount (To identify high-pressure spikes).

3. The Goal Adjustment Logic (Middleware)

Your middleware service should execute every Sunday night to set the targets for the week’s seasonal challenge.

Logic Pseudo-code:

const forecastAHT = wfmData.averageHandleTime;
const volumeSurgeMultiplier = calculateSurgeMultiplier(wfmData.offeredCount);

// If volume is 20% above normal, we loosen AHT targets by 10% to prioritize customer resolution over speed.
let targetAHT = forecastAHT * (1 + (volumeSurgeMultiplier * 0.5));

// Update the Gamification Metric via Platform API
updateGamificationMetric('Average Handle Time', targetAHT);

4. Creating the “Seasonal Challenge” UI

Use the Genesys Cloud Interaction Widget SDK to display the dynamic goal to the agent.

UI Elements:

  • The “Heat” Meter: A visual indicator of the current volume surge.
  • Dynamic Target: “Your AHT target for this Holiday Surge is: 345s (Adjusted for volume).”
  • Bonus Multiplier: “Resilience Bonus Active: +20% Points for all resolved interactions during this window.”

5. Automated Rewards for Resilience

When the WFM forecast detects an “Extreme Load” event (Occupancy > 95%), trigger the Gamification Achievement API to grant a “Storm Chaser” badge to all agents logged in during that window.

Achievement Metadata:

  • Trigger: Real-time Occupancy Threshold.
  • Reward: 500 Experience Points (XP) + entry into the seasonal raffle.

Validation, Edge Cases & Troubleshooting

Edge Case 1: Forecast Inaccuracy

  • The Failure Condition: The WFM forecast predicts a massive surge, so goals are loosened, but the surge never happens. Agents “coast” on easy targets.
  • The Solution: Implement Dynamic Recalibration. Your middleware should check actual vs. forecast volume every 4 hours. If variance is > 15%, update the Gamification targets in real-time.

Edge Case 2: Multi-Skill Agent Conflict

  • The Failure Condition: An agent is skilled for both “Support” (High AHT) and “Sales” (Low AHT). A surge in Support shouldn’t loosen their Sales targets.
  • The Solution: Apply goal adjustments at the Queue level rather than the Agent level. Ensure your middleware iterates through specific Queue IDs and updates the metrics associated with those specific work types.

Official References