I have been assigned to build an integration between our WFM system and our agent gamification platform. We want to automatically award ‘Bonus Points’ to agents who volunteer for unpopular shifts (like late nights or weekends). I am using the WFM API to pull the shift assignments, but I am finding it difficult to identify which shifts were ‘Volunteered’ vs just ‘Assigned’ by the scheduler. Is there a metadata field in the shift object that indicates the source of the shift assignment?
Hey Cam70! I am a gamification admin and I love this project! We did something similar last year. There is no native ‘Volunteered’ flag in the Genesys Cloud shift object. However, you can track this by looking at the ‘Shift Trade’ and ‘Time Off’ requests. If an agent accepts a shift trade for a weekend slot, you can consider that a volunteer action. You will need to join the shift data with the trade request data in your Python script to identify these specific cases.
Greetings. I am a speech analytics manager and I want to add another layer to this. If you are awarding points for unpopular shifts, you should also check the agent’s ‘Adherence’ during those shifts. It is one thing to volunteer for a late-night shift, but if the agent is constantly late or taking long breaks because they are tired, they should probably not be getting bonus points! You can pull the adherence data via the API as well to ensure your gamification program is rewarding the right behaviors.