What is the Game Engine?
Kaizo's unique points systems in the Game Engine will help you improve the overall skills of your team members by rewarding them with points for their actions in Zendesk. This will not only increase their overall performance output but it will also help your team align alongside your department goals to achieve them even faster!
How does it work?
By default, the Game Engine is loaded with a template that will cover all the metrics that are available in the Scorecard.
For each metric we defined how many skill points the agents will receive based on their quality, productivity and speed.
When an agent is working on Zendesk and updates a ticket we will see which metric gets triggered and based on this we will reward the agent with skill points. In Zendesk they will receive immediate feedback on how many points they get for updating the ticket they've been working on.
How can I access the Game Engine?
1. Click on Settings on your Kaizo Village home screen
2. Click on the Game Engine in Settings.
This is how the default template of the Game Engine looks:
Every time an agent is updating a ticket in Zendesk some (or more) of these metrics will get triggered which means the agent will receive points for his/her actions.
As an example, when an agent receives a positive CSAT for a ticket he/she will receive 25 quality points and 10 productivity points.
Do I need to change the set-up of the Game Engine's template?
It depends on your goals.
If you want to reward your agents with points for the particular metrics, that are the most important for you, then you can change the template. Otherwise, you can use our default template as it is.
How can I make changes to the Game Engine?
You can make changes to the Game Engine by:
- changing the value of the points;
- adding or deleting a metric;
- adding or changing a specific channel or a metric.
Once you've made changes to the Game Engine you can use the green 'Activate' button to activate your new template.