US 12,086,825 B2
System and method for finding effectiveness of gamification for improving performance of a contact center
Aniket Pal, Wakad Pune (IN); Manish Agrawal, Maharashtra (IN); and Aniruddha Phadnis, Pune (IN)
Assigned to Nice Ltd., Ra'anana (IL)
Filed by Nice Ltd., Ra'anana (IL)
Filed on Apr. 29, 2021, as Appl. No. 17/243,933.
Prior Publication US 2022/0351229 A1, Nov. 3, 2022
Int. Cl. G06Q 30/02 (2023.01); A63F 13/46 (2014.01); A63F 13/79 (2014.01); G06Q 30/0207 (2023.01); G06Q 30/0211 (2023.01)
CPC G06Q 30/0209 (2013.01) [A63F 13/46 (2014.09); A63F 13/79 (2014.09); G06Q 30/0211 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method for measuring effectiveness of a gamification challenge, the method comprising, using a computer processor:
in a server comprising the computer processor and a private branch exchange routing, and connected by a network to one or more agent terminals each comprising a terminal computer processor, the private branch exchange routing interactions to agent terminals:
presenting the gamification challenge on an agent terminal;
collecting from the agent terminal a plurality of engagement parameters related to the level of interaction of the agent with the gamification challenge via the agent terminal, the plurality of agent parameters comprising an amount of time spent by the agent on the gamification challenge, and collecting data related to agent performance in relation to a plurality of key performance indicators (KPIs), at least one of the KPIs comprising an elapsed time from when the agent answers a call to when the agent disconnects the call;
measuring, by the processor, agent engagement with the gamification challenge over time, the measuring of agent engagement describing a level of interaction of the agent with the gamification challenge, to calculate agent engagement indices over time for a plurality predefined time intervals from a beginning to an end of the gamification challenge, the calculating of the engagement indices comprising:
measuring agent engagement in relation to each of the plurality of engagement parameters;
for each engagement parameter, calculating, by the processor, a normalized engagement score based on a ratio of the agent engagement related to the engagement parameter to an engagement parameter goal; and
calculating, by the processor, the agent engagement index as a combination of the normalized engagement scores;
measuring, by the processor, agent performance over time relative to the routed interactions to calculate agent performance indices over time for the plurality of predefined time intervals from the beginning to the end of the gamification challenge, the calculating of the performance indices comprising:
measuring agent performance in relation to each of the KPIs;
for each KPI, calculating, by the processor, a normalized performance score based on a ratio of the agent performance related to the KPI to a KPI goal; and
calculating, by the processor, the agent performance index as a combination of the normalized performance scores;
calculating, by the processor, a correlation between the agent engagement indices and the agent performance indices to obtain the gamification effectiveness, wherein the gamification effectiveness indicates whether corresponding gamification challenges are effective enough to improve the performance of the agent; and
providing a notification regarding the gamification challenge to a supervisor, the notification including an indication of whether the engagement indices increase or decrease over time.