With Challenges, managers can set special competitions and milestones for their team and track how agents do in completing them. On this page, we'll explain how to manage and create challenges.
From the Administrative tab, under the Tools heading, click Manage PowerStandings and then Challenges.
From this page, you can see a list of all the challenges currently available in the system.
Edit and Delete work as labeled; they allow you to edit or delete challenges, respectively. The View link allows you to see any available results of a completed or ongoing challenge.
If you create a large number of challenges, you also might want to take advantage of the Search field at the top right of the page.
You can click Create New Challenge to create a brand new one, which we'll show you how to do next.
|Challenge Name||As you might expect, this is the place for you to enter a name for this challenge. This name will appear on the Manage Challenges page as well as in the interface seen by your agents.|
|Type||There are two types available in this dropdown: Agent vs. Agent, or Team vs. Team. Your selection determines whether statistics for this challenge are kept for individuals or team groups.|
|Description||This field gives you a place to enter in some notes about how the challenge works. This description does not appear anywhere else in the system and is strictly for your reference.|
|Change Time Period||This dropdown has a number of options that govern the frequency of the challenge.
One Time makes this challenge a one-time occurrence.
Recurring Daily causes the challenge to be activated daily.
Recurring Weekly causes the challenge to be activated weekly.
Recurring Monthly causes the challenge to be activated monthly.
Start Date and End Date allow you to determine the timeframe in which the challenge should occur. Each of these has two fields - one for the date and one for the time. Click into a field to reveal the options and select a date or time.
|Race||This challenges agents to be the first to reach a certain goal.|
|Timed Event||This challenges agents to accomplish the most within a certain time period.|
|KPI||This determines the action that you want agents to perform in order to have success at the challenge.|
|Value/Operator||The last field in this section differs depending on whether you chose Race or Timed Event.
The Value field appears if you chose Race. Enter a number of times the KPI needs to be performed in order to complete the challenge.
The Operator field appears if you chose Timed Event. This determines the "winning" conditions at the end of the time period. For more info, see the separate section on operator types in this help guide.
|Include Weekends||This checkbox is the final option in the section. Check this box to include actions performed on Saturday and Sunday in the KPI count. Uncheck it to exclude them. Consider the schedules of your agents when deciding whether or not you'd like to check this box.|
|Point Reward||Enter a numeric value here. This will be the number of Points rewarded.|
|Rank||Enter another numeric value. This determines who will receive this reward. For example, if you chose the Race option, the number 1 in this field would represent the participant that was the first to meet the Value of the KPI you set. If you chose the Timed Event option and Most under Operator, it would be the participant who performed the KPI the largest number of times.|
Operators for timed challenges allow you to set the "winning conditions" for your agents. There's currently three operators:
"Most" and "least" are available for both Agent vs. Agent and Team vs. Team challenges. "Average" is only available for Team vs. Team. "Most" is generally the most common option; this tells PowerStandings that you want the agent or team with the highest KPI value when time runs out to be declared the winner.
The "Least" option is for KPIs where you actually want the agent / team with the lowest value to be the winner. Common examples might be if you wanted to track which support agents had the fewest remaining open cases at the end of the week, or which agent had the fewest "dead lead" call dispositions.
For Team vs. Team challenges, the "Average" operator sets up the competition to see which team can have the highest average KPI for the defined challenge time period. For example, "the team with the highest average Appointments Set per day over a period of two weeks will be the winner."