Setting up Gamescope

Setting up Gamescope



Life as a customer support agent can be a boring, repetitive, and thankless job. You need to deal with the negativity of customer complaints, answer the same questions day in and day out and feel completely unrewarded. Not anymore! With Zoho Desk's built-in gamescope feature, you can incentivize positive agent activity by using game-like challenges such as trophies and badges.

Gamescope in Zoho Desk lets you transform customer support into something more fun by allowing agents to compete with one another and with oneself. So if you are struggling to motivate your agents, bring your help desk to life using Gamescope.

Benefits of Gamescope
Here are some of the benefits of introducing gamescope in your help desk:
  1. Turn routine and mundane customer support tasks into fun and engaging experience.
  2. Gives a sense of satisfaction and respect amongst agents that come after achieving a task.
  3. Motivates agents to pursue specific activities that can influence business results, such as publishing knowledge articles.
  4. Drives engagement between teams and promotes collective problem-solving.
  5. Assists in recognizing and rewarding agents for doing a good job.

Basics of Gamescope
Setting measurable goals is the key to gamify your help desk. So you must identify what you want your agents to achieve so that they can engage with the outcome of the goal. In Gamescope, you determine this by creating trophies and badges.
  1. Trophy: A trophy is an award you receive by taking part in a game. It is awarded each time an agent performs different actions, such as closing a ticket, publishing a knowledge article, receiving a happiness rating, etc. Such actions are then scored, and winners are declared based on total points or number of a specific type of trophy.
  2. Badge: A badge is a reward for achieving a target. Your agents earn it by completing broader, less immediate tasks, such as, closing 20 tickets in a day. Since they are collected over a period of time, adding them up is great for determining the winner of a weekly, monthly, or even quarterly contest.

Enabling Gamescope
By default, Gamescope is disabled. You can choose to enable it to introduce healthy competition in your help desk workflow.
To enable Gamescope:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Gamescope under the General menu.



  3. Turn the Gamescope toggle to ON.
    You are now ready to gamify your help desk. 

Managing Trophies
Agents win trophies by competing in both one-on-one and team-wide games. Each game happens within a time frame and consists of a set of challenges such as closing a ticket, publishing a knowledge article, or receiving a happiness rating. Those who obtain the maximum points in a challenge will win the trophies. Likewise, the agents or teams who complete the most challenges will win the first, second, and third places.

Let's look at a scenario for using trophies in your daily support workflow. Say, you have launched a new product and have started receiving customer feedback. The agents feel intimidated to get in touch with unsatisfied customers, and as a manager, you need to make their work rewarding. In such a situation, you add a game called Smile Reaper, set your team, and start it off. You can choose to run this game either for the whole week or for shorter periods. When the game is on, your peers turn into players and take on customer feedback sportively. The higher the happiness ratings they receive, the more points they earn. This means your agents are turning a negative situation into a positive customer experience. At the end of the day, you make sure customers have a great experience, and your team feels positive and accomplished.

To begin with, Zoho Desk offers the following default trophies:
  1. Quick Responder
  2. SLA Saver
  3. Smile Reaper
  4. Rapid Resolver

Adding New Trophies
You can add more trophies, up to a maximum of 25 total, including the default.
To add a new trophy:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Gamescope under the General menu.
  3. On the Trophies page, click New Trophy in the upper-right corner.



  4. On the New Trophy page, do the following:
    1. Enter a suitable name for the trophy.
    2. Provide a brief description of the challenge.
    3. Select the module on which the action has to be performed to win the trophy.
      You can choose between Tickets and Articles.
    4. Select the action that has to be performed in the chosen module.
      Update, Respond, Feedback, Close, and Reopen are actions that are available for the Tickets module. Likewise, Publish is the action available for the Articles module.
    5. Select an icon to represent the trophy from the list of available icons.
    6. Click +Add Criteria to mention the criteria for the action to be performed.
    7. Enter a name for the criteria for easy identification.
    8. Specify the points to be awarded each time the action, matching the criteria is performed.
  5. Click Save.



Notes:
  1. Each criterion should have a point associated with it.
  2. Negative points can be entered as penalties to discourage specific actions.
  3. Adding a new trophy will not impact the score in ongoing games.
  4. Once created, a trophy gets enabled for the ongoing games as well as future games.
  5. Points will not be awarded when the actions are performed through import, bulk API insert, and automation rules.

Editing Trophies
You can edit the custom trophies at any time.
To edit a trophy:
  1. Hover your mouse pointer over the trophy that you would like to edit.
  2. You will see the edit pen in front of the trophy's icon.
  3. Click on the Edit icon (  ).
  4. Make the required changes and then click Save.



Note:
  1. Default trophies cannot be edited except for their points.

Disabling Trophies
You can disable trophies so that the games will not include their parameter for calculating scores.
To disable a trophy:
  1. On the Gamescope page, select Trophies.
  2. Turn OFF the toggle corresponding to the trophy you want to disable.
    The trophy will be disabled instantaneously.



Note:
  1. Trophies can only be disabled, not deleted.

Managing Badges
A badge is a reward that's given to a player as and when they achieve specific targets. For example, anyone who closed ten tickets a day could collect a 'Resolute Resolver Badge.' You can directly set badges for tickets or articles without needing to schedule a game.

Why badges matter?
Badges are best when you don't want to create a competition or meet a tight deadline. Also, since badges can be won by reaching certain recurring performance milestones, it serves as a tool to encourage your agents to improve day by day. That said, if you wish to reward your agents regularly and evaluate their performance in the long run, you can opt to create badges.

To begin with, Zoho Desk offers the following default badges:
  1. Resolute Resolver
  2. Chatbox Champion
  3. Mail Magician
  4. In-house Einstein

Adding New Badges
You can add more badges, up to a maximum of 25 total, including the default.
To add a new badge:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Gamescope under the General menu.
  3. Select the Badges tab and then click New Badge in the upper-right corner.



  4. On the New Badge page, do the following:
    1. Enter a suitable name for the badge.
    2. Provide a brief description of the badge.
    3. Select the module on which the action has to be performed to win the badge.
      You can choose between       Tickets and Articles.
    4. Select the action that has to be performed in the chosen module.
      Update, Respond, Feedback, Close, and Reopen are actions that are available for the Tickets module. Likewise, Publish is the action available for the Articles module.
    5. Specify the target count. It is the number of times an action has to be performed.
    6. Enter the duration or time limit before which the target should be completed.
      The time limit can either be in Hour(s), Day(s), or Month(s).
    7. Click +Add Criteria to mention additional criteria for the target.
    8. Select an icon to represent the badge from the list of available icons.
  5. Click Save.

Editing Badges
You can edit the custom badges at any time.
To edit a badge:
  1. Hover your mouse pointer over the badge that you would like to edit.
  2. You will see the edit pen in front of the badge's icon.
  3. Click on the Edit icon (  ).
  4. Make the required changes and then click Save.

Note:
  1. Default badges cannot be edited except for their target count and duration.

Disabling Badges
You can disable badges to stop issuing them to your agents.
To disable a badge:
  1. On the Gamescope page, select Badges.
  2. Turn OFF the toggle corresponding to the badge you want to disable.
    The badge will be disabled instantaneously.

Note:
  1. Badges can only be disabled, not deleted.

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