Benefits of achievements

One of the advantages of agent achievements is that they are not tied to metric scores and the quality of customer feedback. Although scores are helpful and necessary, they can also cause anxiety at times, especially when negative feedback is not related to individual performance. Rather than focusing on feedback scores, achievements focus on increasing team member motivation, happiness, and engagement through positive reinforcement.

The focus on positive team member experience introduces several advantages:

• Increase weekly logins for team members.

• Empower coaches to focus even more on positive reinforcement.

• Introduce a feeling of newness and excitement with each login for team members.

How do achievements work?

Many achievements are categorized into "paths", with each path representing a distinct theme. Within each path, individuals earn badges representing their personal progress within that theme.

Badges are earned one at a time in sequential order within each path, with each subsequent badge building on the previous achievements. When revealed, each badge contains a unique icon, name, description, and earned date.

How to earn badges

Most paths do not reveal the details of their badges until the individual has achieved one. This helps to keep team members and QA reviewers focused on engaging with the platform over time rather than targeting specific badges to collect as quickly as possible. Once a badge is achieved, the name and description will be revealed.

Some badges are revealed right away, before they are earned. These badges are meant to encourage new team members to set up their profile, receive their first customer feedback response, and save their first item for an upcoming 1:1 coaching session.

Even though the requirements for individual badges are hidden, front-line team members can still get an idea of the type of activities that will earn badges in each path:

• Feedback — Receive feedback responses.

• Coaching — Save items for 1:1 coaching sessions.

• Personal — Engage with Agent Connect features.

• QA Reviewers — Complete QA reviews.

• QA Reviewees — Receive QA reviews.

Configure achievements

Achievements are organized by product area on the Achievements settings page (Settings > Achievements), and you can enable or disable achievements for each product area individually.

Simply toggle the switch on for each area to activate the achievements within. We recommend enabling all areas to get the most out of the achievements feature.

If you disable all of the product areas on this page, the achievements feature will be disabled and the Achievements page will no longer be accessible to team members and QA reviewers,

Required permissions

The Achievements page is visible to the Admin [Default] and Team Leader [Default] roles by default, and you can grant access to any role by assigning the following permissions:

• View Team's Achievements — Grant permission to view other users' achievements, based on the Data Visible setting in the Coaching & Performance Management section.

• Manage Achievement Settings — Grant permission to view the Achievements settings page.

Achievement reporting

Team members, team leaders, and admins can access information about achievements in several ways:

• The Achievements icon

• The Performance page

• The Achievements page

• Scheduled email digests

Achievements icon

Individuals can click the Achievements icon (star) in the top navigation bar to quickly see any recent achievement badges they have earned:

Performance page

When the Performance page is filtered to show an individual user, an Achievements section will appear near the bottom of the page with details about that individual's achievements. For team members, the page will always be filtered to their own account, so they will always see this section.

Here you can see the individual's lifetime badge count and recently received badges. To view more details for that individual, click View Achievements.

Achievements page

Each individual can visit the Achievements page to view their personal progress, including lifetime stats, recently earned badges, and progress along each path. Anyone can access this page in two ways:

• Click the Achievements icon (star) in the top navigation bar, then click See achievements, or...

• Open the Performance page, scroll down to the Achievements section, then click View Achievements.

Email digests

Anyone can subscribe to email updates on the Achievements page. Team members can receive scheduled emails about their own achievements, while team leaders can receive emails about their entire team.

Follow the steps below to subscribe to email digests:

1. On the Achievements page, click Subscribe.

   This will open a slide-out panel with additional options.

   

2. Toggle the Enable emails switch on.

3. Select a frequency ("Daily" or "Weekly").

4. If you selected a daily frequency, choose the day of the week to send emails.

5. For either daily or weekly, choose the time of day to send emails.