Running the desk
Set goals, run contests and coach your agents
Give agents targets with live progress, leaderboards, contests with prizes, badges and streaks, and coaching sessions linked to quality scorecards.
Steps
Know what it does
Goals and contests opens Goals, contests and coaching: Targets with live progress, leaderboards, contests with prizes, badges and streaks, and coaching sessions linked to quality scorecards. An agent sees their own figures, a supervisor their teams' and an administrator the whole desk's. Supervisors set goals for their own teams; desk-wide goals and contests are an administrator's.
Choose the leaderboard settings
Administrators set these once under Settings. Leaderboard privacy: Names shown, Ranks only, your own name or Your own rank only. Leaderboard covers: The agent's team or The whole desk. Tick Award badges and choose Save. Supervisors and administrators always see names.
Set a goal
Under Set goals and run contests, in New goal, enter a Name, pick the Metric, the Target and the Period (Today, This week or This month). Under For, choose The whole desk, A team (then the Team) or One agent (then the Agent). Tick Each agent is held to the target to measure every agent separately; untick it to count the team's combined figure. Choose Save.
Pick the right metric
Calls and Talk time count the calls an agent took; Handled and CSAT match the analytics pages; QA score uses scored quality evaluations; Deposits and First deposits count deposits credited to the agent. A percentage target is at most 100. Periods run in UTC; a week starts on Monday.
Follow progress
Under Goals, each goal shows a bar with the figure, the target and the percentage, and for counts whether the agent is Ahead of pace, On pace or Behind pace for that point in the period. Until there is data a line shows No figure yet. Managers can Delete a goal.
Read the leaderboard
Under Leaderboard, pick a Metric and a Period. Agents see it as the privacy setting allows; a hidden name shows as Hidden. Agents with the same figure share a rank.
Run a contest
In New contest, enter a Name, the Metric, Starts and Ends (at most 92 days apart), the Teams (none: the whole desk) and the Prizes as text. Leaderboard privacy can override The desk setting for this contest. Choose Save. Contests show as Starts soon, Running, Ended or Cancelled; use Cancel to stop one.
Award badges and streaks
Closed periods and ended contests are settled into achievements, streaks and badges automatically every hour. Choose Settle closed periods now to see them at once. Settling twice awards nothing twice. Badges include First goal met, Three in a row, Five in a row, Ten in a row, Contest winner, Contest podium and Perfect quality score.
Schedule a coaching session
Under Coaching sessions, in Schedule a session, pick the Agent, When and a Topic. In Scorecards, list the agent's scored quality evaluations to discuss: the id is the last part of the address when the evaluation is open. Choose Schedule a session. See Score conversations and coach agents with QA scorecards.
Complete the session
After the session, write the Coaching notes and choose Mark completed, or Cancel if it did not take place. The session shows as Completed or Cancelled.
Agents: acknowledge your coaching
Agents open Goals and contests to see their goals, rank, badges and sessions. On a completed session, add Your comment if you want and choose Acknowledge.
Good to know
- Automatic settlement runs every hour for accounts with a prepaid wallet; otherwise choose Settle closed periods now.
- A supervisor can set goals, run contests and coach only for their own teams and those teams' agents. Goals and contests for the whole desk, and the settings, are for administrators.
- A running contest keeps its metric and start time. An ended or cancelled contest cannot be changed.
- Only a scheduled coaching session can be completed or cancelled. Its scorecards must be scored evaluations of the same agent, or the session is refused.
- Talk time counts a transferred call in full for the agent who held the work.
- Deposits and First deposits need deposit records attributed to agents, which come with the FX pack.
- The page needs access to your own performance or to reports. Goals and leaderboards can also be shown as dashboard widgets: see Analytics dashboards.
- Goals and contests is a paid feature charged per person each month. With it switched off on Feature access, the page is hidden.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.