Algorithms

Our Gamification Platform, Formulated For Your Call Center
We customize the gamification platform AgentPRO algorithm for your call center and calibrate it to match your performance evaluations.
OUR FORMULAS
Our gamification platform’s algorithm is complex.
Because of the nuances of every operation, we capture different ways that people can game the gamification system.
There are basically three types of formulas that go into our algorithm.
UNI-DIRECTIONAL

Example – Quality Assurance Audit
Here you have KPIs where you want the call center agent to score as high as they can. On a quality assurance audit, for example, there’s no reason you wouldn’t want them to score 100 percent.
EQUAL DISTRIBUTION BI-DIRECTIONAL

Example – Transfer Rate
Here you have KPIs where you literally want your call center agents to hit the goal. For example, you may want agents to transfer three percent of their calls. So someone who scores two or four percent will equally fewer points.
UNEQUAL DISTRIBUTION BI-DIRECTIONAL

Example – Average Handle Time
In this example, points-wise, you could see that the goal here is around eight minutes. If your agents go below five minutes, the point amount they get plunges. When your agents go above the goal, it plunges even more severely.