Badges, rewards and quotas

Badges, rewards and quotas are the recognition side of CSAT. Customers rate their tickets, agents earn points for good ratings, and the points and badges decide the ranking on the CSAT Leaderboard. You set all three up on tabs of CSAT Administration.

Before you start:

• You need the Administrator role. The CSAT & Surveys module must be on for your organisation.
• Open Configuration → CSAT Administration, then the Badges, Rewards or Quotas tab.
• How many points a rating earns, and which ratings count as positive, are survey settings. They are Points per Positive Rating and Positive Rating Threshold under Gamification Points on the Survey Config tab. They start at 10 points and a rating of 4 or higher. See Survey settings, tags and the survey page.

How agents earn points

Each time a customer submits a rating, QuantumOps credits the agent on that ticket.

• A rating at or above the Positive Rating Threshold earns the points set in Points per Positive Rating, and adds one to the agent's current streak.
• A lower rating earns no points and resets the streak to zero. It still counts in the agent's average rating.
• When a badge is awarded, its Point Value is added to the agent's points as well.

Badges are checked at the same moment, so a badge appears shortly after the rating that earns it.

Set up the badges

Select the Badges tab.

1. If the list is empty, select Create Default Badges. At any time the Seed Defaults button does the same, but only while no badges exist. It never changes or duplicates badges you already have.
2. To add your own, select Add Badge. To change one, use its Edit button.
3. Fill in the form, then select Create Badge (or Save Changes when editing). Cancel closes the form without saving. Before you save a badge that QuantumOps should award, check its stored condition, as described under "The badge form" below.

The default badges are:

Customer Champion's description says positive ratings, but its condition counts every rating. Edit the badge to change either. The default badges come without an image. Edit each one and upload a Badge Icon to show an image for it on the leaderboard.

The badge form

Trigger Condition fields by type:

The fields show starting values, such as 10 for Count Required and 3 for Consecutive Count, but a starting value is not stored until you change a field. A badge saved without a stored condition is never awarded by QuantumOps. To make sure the condition is stored:

1. Select JSON Preview under the fields to expand it. It is a read-only view of the condition as it is stored.
2. If it is empty, or shows a condition you did not set, change a field to a different value and then to the value you want.
3. Check that JSON Preview now shows your condition, then select Create Badge or Save Changes.

Do the same after you change Badge Type on an existing badge. The condition of the old type stays until you change a field.

What QuantumOps awards by itself

After each rating, QuantumOps checks the active badges of two types and awards them when an agent meets the condition.

• Streak badges (type CSATStreak). The agent's current run of positive ratings reaches Consecutive Count. A run follows the survey setting Positive Rating Threshold, whatever Minimum Rating says on the badge.
• Milestone badges (type Milestone). Total Ratings counts every rating the agent has received, positive or not. Perfect Ratings counts five-star ratings. Total Points counts all points the agent has earned.

Badges of the other types, and the Total Badges milestone, are not awarded by QuantumOps, and no screen awards a badge by hand. You can still define them, and active ones appear in Available Badges on the leaderboard.

Set Max Awards per Agent on a streak badge if each agent should receive it once. With the field empty, a streak badge is awarded again on every further positive rating while the run stays at or above its count.

Filter, retire and delete

• The row of buttons above the badges starts with All and adds one button for each type you have badges of.
• Clear Active to retire a badge. It stays in the list marked Inactive, is no longer awarded, and leaves the leaderboard's badge list.
• The default badges are marked System. You can edit and retire them, but they have no delete button.
• To delete a badge you created, use its Delete button. It is removed at once, without a confirmation, together with the record of who earned it. To keep that history, clear Active instead.

Set up rewards

Select the Rewards tab. A reward is a prize with a point cost, for example an extra day off.

Agents cannot browse rewards or redeem points in QuantumOps today. The catalogue is your record of what points are worth, and you give rewards out yourself, outside the software. For the same reason the Pending Redemptions list, which shows below the rewards only when requests are waiting, stays empty. If a request does appear, Fulfill marks it done and Reject cancels it.

1. Select Add Reward. While the list is empty, Create First Reward is offered as well.

2. Fill in the form.

   Field	What to enter
   Reward Name	Required.
   Description	What the reward includes.
   Point Cost	Required, at least 1. New rewards start at 100.
   Category	Physical Item, Digital Reward, Experience or Other.
   Quantity (leave empty for unlimited)	How many can be given out. The card shows how many are left.
   Active (available for redemption)	Clear it to retire the reward without deleting it. The card stays in the list, marked Inactive.
   Reward Image	An image of the reward (.svg, .png or .jpg, up to 500 KB).

3. Select Create Reward. Use Edit to change a reward later. Delete removes it at once, without a confirmation. Rewards list from the lowest point cost to the highest.

Two cards sit above the list:

• Point Value Configuration has a Points-to-Cash Value (a number of points equal to an amount in US dollars). It is a reference figure only. It does not change any agent's points or appear on another screen. It is not stored, so it starts at 100 points = $1.00 each time the page opens.
• Zinc API Integration is marked Coming Soon. Gift-card redemption through it is not available yet, and its Configure button is disabled.

Set quotas

Select the Quotas tab. A quota is a monthly points target for an agent. It is a target, not a cap: agents keep earning points past it.

Agents appear here after their first rating. Until then the tab says No Agent Data Yet.

The four cards at the top show Active Agents, Met Quota, Below Quota and Team Avg Rating. Met Quota and Below Quota count only agents who have a quota, and compare each agent's points for the current month with it. See Progress below for when that figure moves to a new month.

The table lists agents from the highest average rating down. The period list beside Set Team Quota (This Month, This Quarter, This Year) does not change the table: Responses and Avg Rating are lifetime figures and Progress is the current month.

Set a quota for one agent

1. On the agent's row, select Set Quota.
2. Enter a Monthly Points Quota. The hint under the field assumes 10 points for each positive rating. If you changed Points per Positive Rating, work out the target from your own figure.
3. Select Save. To take a quota away, select Remove Quota (shown when the agent has one), or save the field empty.

Set a quota for the whole team

1. Select Set Team Quota.
2. Enter the Monthly Points Quota for All Agents.
3. Select Overwrite existing quotas if agents who already have a quota should take the new figure. Leave it clear to set the quota only for agents who have none.
4. Select Apply to Team.

Read an agent's points history

On the agent's row, select View History. The Transaction History window lists the 50 most recent point changes with the reason, the date and the points added or removed.

Where recognition shows up

Points, streaks and badge counts appear on the CSAT Leaderboard, which every signed-in user can open. Points also appear in the Top Performers panel of the Big Screen. The ratings behind them come from the surveys you set up in CSAT Administration.

Related pages

• CSAT Leaderboard: the ranking these points feed.
• CSAT on a wall screen or your website: the Big Screen's Top Performers panel.
• CSAT Administration: where the surveys behind the ratings are set up.
• Survey settings, tags and the survey page: the points per positive rating and the positive rating threshold.