The agent’s Avatar now levels up based on their natural career progression. We call this dynamic leveling! This means the levels will accurately reflect, at any point in time at what skill/experience level agents are at.
This is especially helpful when you want to share knowledge from a more experienced agent with a new starter or when you want to promote agents to another position. As it get's more difficult to level up the higher you are, the more experience is needed to go to the next level!
Admins & Account Owner’s still set the points each agent receives per ticket on the game engine, however, the number of points needed to level up will be relative towards a realistic progression.
This way you don't have to worry if you change the points in the game engine as we will dynamically adjust the leveling for you to make sure it always reflects the agents actual experience.
For example, a manager from ‘Company A’ may configure that an agent receives 100 points per ticket answered. Whereas a manager from ‘Company B’ may decide to choose to allocate 1 point per ticket. This doesn’t mean they will both level up at 500 points. Agents of ‘Company A’ may level up at 5000 points and agents of ‘Company B’ at 50 points.
This being said, the higher up the leveling chart an agent moves, the more points it takes to get to the next level. For example, it may require 5000 (A) or 50 points (B) to level from level 1-2, however, 20000 (A) or 200 points (B) to level up from level 6-7.
This increasing challenge mirrors both the natural progression of a game (the higher the level, the harder it is to complete) and also a customer support career (the higher the position you hold, the more challenging it is to be promoted).
Happy leveling up 😁!