Many Agent Connect customers use ratings to create leaderboards which they display on screens around their offices. Our Leaderboard feature fully automates this process and updates on a recurring basis, making them a great tool to foster friendly competition across your front-line team.

We've designed our Leaderboards in such a way that they render perfectly across TVs and monitors. This makes them ideal to display on screens around your office or contact center.

Our eye-catching new Leaderboards showcase your top performers according to a metric of your choosing:

• Star Rating

• % Five Star

• % Positive

• FCR - Present Resolved

• NPS - NPS Score

• NPS - Percent Promoters

You can choose from these options and additional advanced settings from the Metric Configuration tile.

The options selected for your Leaderboards in the Metric Configuration tile will drive the data and eligibility for your team to be included on the Leaderboard. Directly within the leaderboard there are also additional options to determine the time frame, Teams or Groups included, and the interval that should be displayed.

FAQs

If I display Leaderboards on monitors in my office will I need to refresh them manually?

No, the auto-update feature built into Leaderboards means they will automatically update every hour so your team can always see the latest top performers.

Why do Leaderboards reset?

We all have a bad day sometimes, so by resetting Leaderboards based on the selected interval you can wipe the slate clean and ensure everyone has a chance to be recognized as a top performer!

Can I see winners from past time periods?

Absolutely. The Settings within the Leaderboards let you easily refer back to previous time periods.

Are there minimum thresholds before someone can be included on a Leaderboard?

Yes, threshold settings are applied based on the time period being utilized before a user would appear on your Leaderboard. This prevents someone with just one piece of feedback staying at the top of the list. However, you can update this threshold to whatever you want from the Leaderboard Settings on the Metric Configuration page.

Can I see who's gone up and down on my Leaderboard?

You can. Arrows on the Leaderboard will show whether rankings of individual team members have gone up or down compared to the prior period.

What happens if two team members have the same average star ratings?

It happens! If two people are tied with the same star rating, then the tiebreaker will be the total response count over the period.