Note: The Arcade feature will be deprecated or discontinued soon. However, you can create a custom report to view your support team’s performance, similar to Arcade. More details about how to create such a custom report (Analytics module) are added towards the end of this article.
Gamifying the support process puts the fun back into customer support. It can also help align your support team with your business goals by offering rewards and badges for agents who meet predefined targets. With Freshdesk Arcade enabled, every ticket resolved, satisfaction rating earned and other support-related activities directly translate into points for each of your agents.
How do the points work?
The trick to providing great customer support is to offer fast responses to customer queries and solving problems in one go while making sure that the customer is happy with the solution. Agents are awarded points for solving tickets within an hour, bonus points if the ticket is closed after only a single agent interaction and even more bonus points if the customer is happy (determined by the Satisfaction Survey). Agents can also be penalized for solving tickets past their SLA and for having unhappy customers.
The number of points to be awarded to agents can be set by the Admin under Admin > Agent Productivity > Arcade > Arcade Settings. You can also set milestone points for the agents to reach the next level.
Agents are also awarded badges and trophies based on the quests they complete and their position on the leaderboard.
Levels
With every agent in your team starting to earn points, it's only fair that they are ranked at different levels based on their score. The more points they earn by resolving tickets and performing other helpdesk activities, the higher they climb up the ladder. The Admin gets to choose how many points an agent needs to score in order to reach a particular level. (An Admin can also start agents off at levels higher than Beginner.)
Quests
Align your support with your business by setting up quests for your agents. Quests drive your agents to perform activities that benefit your brand. Here's how you can set them up.
Reset
You can reset the points in the Arcade Settings to the default 100 points at any point of time. For instance, you might want your agents to start the leaderboard afresh when you are restructuring your team. In that case, click the Reset option found on the top right of the screen. A confirmation dialogue box will appear. Once you confirm Reset, the points your agents earned previously will be moved back to the default points. Click here to know how you can reset points in Arcade.
How to enable and set up Arcade
- Go to Admin > Agent Productivity > Arcade.
- Use the Enabled/Disabled toggle to enable the Arcade.
- You can also enable the Arcade by clicking on the Enable Freshdesk Arcade button at the bottom.
- Choose how many points you want to award your agents for which tasks, and the number of points they have to score to reach particular levels.
- When you're done, click Save.
Note: The Freshdesk Arcade is activated on all trial accounts by default. These arcade points are the metrics that are used to curate the awards.
Create a Gamification Report in Analytics
Note: The Arcade feature will be deprecated soon. You can follow the steps mentioned below to create a custom report to view your team’s performance similar to Arcade.
To create a gamification dashboard,
Create a custom report
Log in as an admin
Go to Analytics > New Report
Here, you can give a name to your report (example: gamification report)
Add Interactive Filters
Click Add Widgets at the top > Interactive Filter > Choose filter as Group name and click Save changes
Click Add Widgets at the top > Interactive Filter > Choose filter as Date Range > Custom. In the Select default value dropdown, choose This Month and click Add Filter
Add Chart Widgets
To view agents performance based on number of resolved tickets:
Click Add widgets > Chart > Give the chart a name (example: Most valuable player) and use the configuration below:
In the Configure tab
Metric: Tickets Resolved, Total
Filter: Agent name, is not empty
Group by: Agent name
In the Filter tab
In the Widget filters section, under Basic Filters choose Resolved date, in the last, 1 months
On the top, choose the chat visualization as Summary table.
To view agent performance based on positive CSAT surveys:
Click Add widgets > Chart > Give the chat a name (example: Customer wow champion) and use the configuration below:
In the Configure tab
Metric: Positive surveys, Total
Group by: Agent name
In the Filter tab
In the Widget filters section, under Basic Filters choose Resolved date, in the last, 1 months.
On the top, choose the chat visualization as Summary table.
To view agent performance based on average agent reply count:
Click Add widgets > Chart > Give the chat a name (example: Sharp shooter) and use the configuration below:
In the Configure tab
Metric: Agent reply count, Average
Group by: Agent name
In the Filter tab
In the Widget filters section, under Basic Filters choose Resolved date, in the last, 1 months.
On the top, choose the chat visualization as Summary table.
To view agents based on tickets resolved within first call resolution
Click Add widgets > Chart > Give the chat a name (example: Speed raacer) and use the configuration below:
In the Configure tab
Metric: Tickets resolved within FCR, Total
Group by: Agent name, is not empty
In the Filter tab
In the Widget filters section, under Basic Filters choose Resolved date, in the last, 1 months.
On the top, choose the chat visualization as Summary table.
The final report would contain all 4 widgets along with interactive filters on top that you can use to view how your team is performing based on different metrics that gives you additional flexibility over the Arcade feature.
Note:
The above configuration for this custom report is an example. You can use different metrics that are available by default or add custom metrics and attributes of your choice to create custom reports that suit your business requirements.
You can also configure custom metrics to build similar reports
