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9bx user guide

Team performance

Gamification

Points, levels, leaderboards, badges and contests that make everyday targets more engaging, with fairness controls for managers.

Contents

What it is for

Agents earn points for work such as calls handled, tickets resolved, deals won or QA score. Managers define the rules, goals, badges and contests. Boards refresh every few minutes.

Who can use it

Needs one of the PBX & Call Center, Inbox or CRM modules.

Permission Lets you
View (players) See My progress, Leaderboard, Wallboard, Badges, Contests.
Manage Open Gamification setup and manage contests.
Export Export leaderboard data.

Where to find it

PBX & Call Center → Team performance → Leaderboards & contests: Leaderboard, Wallboard, Badges, Contests. My progress is under Home → My work. Managers: PBX & Call Center settings → Gamification setup.

Pages for agents

Page What it shows
My progress Level and Total points ("N points to level N+1"), Today, This week, Rank, Streak (earn the minimum points in a day to start one), My goals, Latest badges, Running contests and Team activity. The switch Show my name on leaderboards controls whether others see your name; off shows you as an anonymous agent.
Leaderboard Ranking by Today, This week, This month, Last week, Last month, for Everyone, a Team or a Queue. Export CSV. Notes tell you when names are hidden or only agents who opted in are named.
Wallboard The leaderboard as a big TV mode screen with Live status, Toggle full screen, Leave the wallboard and the running contest.
Badges Earned and still-to-earn badges in tiers (Bronze, Silver, Gold, Platinum), how many agents hold each, and whether it is Weekly.
Contests Contest (ranking) and Challenge (target). Phases: Running, Starts soon, Finished, Draft, Cancelled. Shows prizes, Standings and Winners.

Metrics that can earn points include Calls handled, Average handle time, Call CSAT, Answer rate, First call resolution, Tickets resolved, Ticket CSAT, Deals won, Deal value won, New leads, Calls made, Tasks completed, Chats resolved, Chat CSAT, QA score, Sales and successful dispositions and Schedule adherence.

Gamification setup

Tabs: Points rules, Goals, Badges, Settings.

Tab What you set
Points rules Add rule: Name, Metric, How it pays (Points for every unit or Flat award for reaching a value), Points, Minimum samples (calls or ratings needed before an average counts), Daily cap per agent, Applies to, Active. Rules apply from the next refresh and the last three days are recalculated.
Goals KPI targets for everyone, a team, a queue or one agent, per Daily, Weekly or Monthly period. Goal is met when the value is at least or at most the target (lower is better). Reward points.
Badges Add badge: name, Tier, Bonus points, icon and Earned when: a metric reaches a value in one day, a lifetime total, total points, a streak of active days, or a goal met several periods in a row. Can be earned every week. Retiring a badge keeps it for those who earned it.
Settings Gamification is on; Names on leaderboards (Everyone sees names, Anonymous, or Opt-in; managers always see names); Points for an active day; Level curve; Activity feed; Fairness: most points per day, Shortest call that counts as handled, Call outcomes that never count, People left out of the game; Wallboard period and refresh; and Adjust points by hand (agent, points, reason; recorded with your name).

Contests: New contest (name, description, type, target, Better is higher or lower, start and end, prizes). Use Finish now to award prizes and Cancel contest to stop without prizes.

Tasks

Reward resolved tickets

  1. Open Gamification setup → Points rules → Add rule.
  2. Metric: Tickets resolved. How it pays: Points for every unit, 5 points.
  3. Set Daily cap per agent to 100 and save.

Start a weekly contest

  1. Open Contests, press New contest.
  2. Type Contest (ranking), metric Calls handled, start Sunday, end Thursday.
  3. Add prizes and save; Finish now awards them early if needed.

Keep it fair

  1. In Settings → Fairness, set the shortest call that counts as 30 seconds.
  2. Add supervisors and test accounts to People left out of the game.

Example scenario

Padma Net Support runs a contest "Fastest first response" for a week. Imran leads the TV wallboard in the break room, earns the Gold badge "Streak of 10 days", and reaches level 4. Nusrat later corrects a wrongly counted day with Adjust points by hand and a reason.

Tips

  • Cap daily points so one metric cannot dominate.
  • Prefer teamwork goals (team queue targets) as well as individual ones.
  • Choose Opt-in or Anonymous names if morale is a concern.

Troubleshooting

Problem Fix
"Gamification is not available" Ask your administrator to switch it on.
Leaderboard is empty "Nobody has scored yet". Points appear as agents handle calls and chats; boards refresh every few minutes.
Points look low Check Minimum samples, Daily cap, and fairness exclusions.
Your name does not appear Opt-in is on and Show my name on leaderboards is off, or the organisation hides names.