Configure membership auto-assignment and reset personal bests
AI-generated summary
Genesys Cloud provides gamification configuration capabilities for managing agent profile membership and performance metrics. The auto-assignment feature automatically assigns agents not belonging to custom profiles to a default profile, moves agents removed from custom profiles to the default profile, and assigns newly added agents to the default profile. When disabled, administrators must manually manage default profile memberships. The system also enables resetting personal bests, allowing employees to establish new performance goals from a specified start date. Personal best reset dates can be set between 30 days in the past and 60 days in the future from the current date, and cannot be rolled back beyond these boundaries once configured. Configuration is accessed through Menu > Performance Management > Employee Engagement > Gamification Profiles, where administrators and supervisors can enable auto-assignment in the Default Membership settings and modify personal best start dates in the Actions tab.
You can configure gamification to assign agents who are not members of a custom profile to the default profile automatically.
When auto assignment is on, Genesys Cloud:
Assigns agents who are not members of a custom profile to the default profile
Moves agents who get removed from a custom profile to the default profile
Assigns new agents who were added to Genesys Cloud to the default profile
If auto-assignment is off, Genesys Cloud does not add or move any agents to the default profile automatically. Administrators need to manage default profile memberships manually. For more information about assigning members manually, see Manage profile memberships.
You can also configure a new personal best. Over time, employees reach their personal and overall performance bests. Resetting personal bests allows employees to start afresh and race towards a new personal or overall best. Performance Admins or Supervisors can restart a personal best by selecting a new start date.
Turn on auto assignment
Click Admin.
Under Performance & Engagement, click Gamification Profiles.
In the right corner of the screen, click the Settings icon.
Note: You can also select Admin > Performance & Engagement > Employee Engagement > Gamification Settings
In the Settings tab under Default Membership, verify that Auto Assignment is turned on.
Click Save Settings.
Reset personal bests
You can reset personal bests from a specific date. The date can be 30 days in the past and up to 60 days in the future.
Note: Once the personal best date is reset, personal bests cannot be rolled back beyond 30 days in the past and 60 days in the future from current date.
Click Admin.
Under Performance & Engagement, click Gamification Profiles.