AI-generated summary
Genesys Cloud provides a comprehensive Scorecard feature accessible through the Agent Activity view that displays gamification metrics and performance data for agents based on assigned profiles. The scorecard integrates multiple visualization components to track agent performance across various dimensions, including aggregated daily points totals, all-time accumulated points, day-of-week averages, and comparative metrics benchmarked against agents with identical profiles.
The system employs several card types to present performance data. The trends display shows daily points over configurable 4 or 13-week intervals with average reference lines. Detailed metric cards present monthly attendance tracking with scheduled/unscheduled days, presence/absence records, and quality score availability. The daily points total card displays cumulative daily points with maximum point goals indicated by blue asterisks for unmet goals or gold asterisks for achieved goals. The punctuality card awards points based on schedule adherence, using performance status symbols: X for activities outside the "Good" threshold, ✓ for activities between Perfect and Good ranges, and ★ for on-time Perfect range activities.
Individual KPI performance metric cards evaluate performance against configured Key Performance Indicators with defined zones, threshold values, and point values from the assigned gamification profile. Gold stars indicate on-target results while clear stars denote below-target performance. Users can inspect detailed metric information including definition names, units, precision, media types, initial direction, and associated queues.
Scorecard data refreshes in real time through the Menu > Home > Refresh function or the upper-right Refresh button. Access requires specific permissions: UI Agent Activity View, Workforce Management Agent Schedule View, and Gamification Scorecard View, with additional On Demand Log Capture permissions needed for agents sending log captures to administrators. Required licenses include Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 3 Digital, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX. The system supports role-based access for agents, administrators, developers/engineers, partners, supervisors, and support personnel.