Leaderboards

View real-time team performance on TVs and monitors.

Many Agent Connect customers use ratings to create leaderboards which they display on screens around their offices. Our Leaderboards feature fully automates this process and updates on a recurring basis, making it a great tool to foster friendly competition in 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.

example leaderboard display

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

Configure Leaderboards

Leaderboards can be configured in two places: the Metric Configuration page and the Leaderboard itself.

On the Metric Configuration page (Settings > Metric Configuration), you can determine the main metric used to score team members and set advanced options, as shown below. The selected options will drive the data and eligibility for your team to be included on the Leaderboard.

image of leaderboard metric configuration

You can select one of the following metrics in the Main Metric field to determine how team members are ranked:

  • Star Rating - Average
  • Star Rating - Percent Five Star
  • Star Rating - Percent Positive
  • FCR - Percent Resolved
  • NPS - NPS Score
  • NPS - Percent Promoters

Directly within the Leaderboard, you will find additional options to determine the time frame, teams or groups included, the channel (Email, Phone, Chat), and the interval that should be displayed.

image of leaderboard metric configuration

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 start over and ensure everyone has a chance to be recognized as a top performer.

Can I see winners from past time periods?

Absolutely — the interval setting 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 based on the selected time period and determine when a user is eligible to appear on a Leaderboard. This helps prevent users with minimal feedback (such as a single response) from appearing at the top. You can adjust the threshold at any time on the Metric Configuration page.

Can I see who has moved up or down on my Leaderboard?

Yes, 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 total response count over the period will be used to break the tie.