Scorecard overview

AI-generated summary

Genesys Cloud provides a Scorecard feature that displays gamification metrics and points based on assigned profiles, accessible through the Agent Activity view with appropriate permissions. The scorecard comprises multiple components including a card that shows daily points total, all-time points, day-of-week average, and comparative metrics against other agents with the same profile. A trends visualization displays daily points over configurable intervals with average reference lines, while detailed metric cards present monthly attendance, daily points total with maximum goal indicators, punctuality tracking with schedule adherence symbols (X for below threshold, ✓ for good performance, ★ for perfect timing), and individual KPI performance metrics with defined zones and threshold values. The monthly attendance card highlights days with available quality scores using red dots, and each metric card displays earned points, maximum possible points, and performance status indicated by gold stars for on-target performance or clear stars for below-target results. Users can inspect metric details including definition names, units, precision, media types, and associated queues. Scorecard data can be refreshed in real time through the Menu > Home > Refresh function. Access requires specific permissions including UI Agent Activity View, Workforce Management Agent Schedule View, and Gamification Scorecard View permissions, with additional On Demand Log Capture permissions needed for agents sending log captures to administrators. Genesys Cloud also provides a feedback collection mechanism integrated into its documentation system, allowing users to rate article helpfulness and submit detailed feedback through categorized options. The feedback form captures user role information (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) and includes predefined categories for both negative feedback (inaccurate content, outdated information, unclear presentation) and positive feedback (task completion, clarity, organization, valuable insights). Users can access community support for additional assistance and are directed to related documentation topics including workforce management, performance management, performance scorecards, gamification features, and supervisor activity oversight. Feedback submission requires acknowledgment of the Genesys Cloud privacy policy, ensuring compliance with data handling standards

PrerequisitesClick to expand

The scorecard summary card shows metrics and points based on your assigned gamification profile. It includes:

Your daily points total
Your all-time total number of points
Your average number of points for the day of the week
Overall average points of all agents assigned to the same gamification profile as you

The trends show daily points over the interval. A dotted line represents your average number of points for the interval.

The scorecard tab shows metrics and points based on your assigned gamification profile. It includes these metrics:

Monthly attendance
Daily points total
Points for every metric in the gamification profile that you are assigned

Monthly attendance

The monthly attendance card shows this information:

Current day
Days you are scheduled or not scheduled
Days you are present or absent
Days with evaluation scores and points available, highlighted with a red dot and the hover text “Quality score available”

You can change the month to see your attendance for other months. Click the image to enlarge.

Monthly attendance view

Daily points Total

The daily points total card shows your:

Total daily points.
Maximum point goal.
A blue asterisk indicates that you have not reached the target. If you reach the maximum points, you receive a gold asterisk.
Day of week average.

This card also shows trends for your daily points total over 4 or 13 weeks.

Punctuality

The punctuality card shows the points that are awarded to you for following your schedule.

You can see the schedule for a particular date, the number of points you earned per activity, and the maximum points possible.

X indicates that activity started outside the minimum for “Good” threshold
✓ indicates that activity was between Perfect and Good
★ indicates that activity was on time and within Perfect range
Actual and target start times

Metrics

Each metric card shows your performance against the defined metric objective for a configured Key Performance Indicator (KPI).

You can see the points for a particular date, the number of points you earned, and the maximum points possible.

Zones as defined in the gamification profile that you are assigned
Threshold values as defined in the gamification profile that you are assigned
Point values as defined in the gamification profile that you are assigned
Agent’s performance:
- If on target, ★ is golden
- If not on target, ★ is clear

Note: If you click a metric objective, you can flip it to inspect its details: definition name, unit, precision, media type, initial direction, and queues.

Available actions in the Scorecard page

Refresh dataClick to expand

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