Gamification of Agent activity

[lukacsiange]

Hi All,

I would like to implement Agent activity Gamification to boost the Customer Experience. I would like to add point eg. First Time Resoluion, Template usage etc.

I don't find a guide how to that. We tried somehow but it is not working in the system. Do you have a guide / experience how to do that?

Thanks

Angéla

#gamification

[SumanthDosapati]

@lukacsiange 

As of now there is no such functionality within ServiceNow. 

There is already an idea submitted to ServiceNow for this. You can upvote on it so that ServiceNow might consider it for future release.

However custom implementation needs a proper design and time to implement.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[lukacsiange]

Hi SumanthDosapati,

Thank you for your answer, but in this case what is this in this youtube video?
https://www.youtube.com/watch?v=UCXI95RnkaM

Thanks

Angéla

[SumanthDosapati]

@lukacsiange 
That is something built on top of the Gamification module in Communities plugin under CSM.

You can use it if you already have CSM & Communities installed however OOB is only for Community related activities and do not have features for agents. You may need to extend it for that.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[lukacsiange]

Yes, we have CSM & Cummunities installed as well, and this is my question how to extend, combine it!