Benchmarks and leaderboards

What are Benchmarks and Leaderboards?

Benchmarks and leaderboards are powerful gamification features in LiveAgent that help you track agent performance, monitor personal statistics, and create a competitive yet collaborative environment within your support team. These tools enable you to see who’s performing best across various metrics and reward your top agents accordingly.

Why are Benchmarks and Leaderboards Valuable?

Implementing benchmarks and leaderboards in your customer support operation offers numerous benefits:

• Increased Motivation - Friendly competition encourages agents to improve their performance
• Performance Visibility - See exactly how each team member is performing across key metrics
• Data-Driven Decisions - Make informed decisions about agent recognition and rewards based on real data
• Team Accountability - Create transparency around performance expectations and results
• Improved Metrics - Drive improvements in response times, resolution rates, and customer satisfaction
• Employee Recognition - Celebrate top performers and boost morale across the team
• Goal Setting - Use benchmarks to establish realistic and motivating performance targets
• Retention - Recognize and reward your best agents to reduce turnover

How Does It Work?

LiveAgent’s benchmarks and leaderboards system works by automatically tracking agent activity and performance metrics. The system collects data on various activities and displays them in easy-to-read leaderboards that show:

• Personal Statistics - Each agent can see their own performance data including online time, messages responded to, and other useful metrics
• Comparative Rankings - Agents can see how they rank against their colleagues on specific metrics
• Time-Based Comparisons - View performance data for different time periods to track progress and trends

Display Stats For (Options)

You can view and compare agent statistics for multiple time periods:

• Today
• Yesterday
• This week (Mon-Sun)
• Last week (Mon-Sun)
• Last 7 days
• Last 30 days
• Last 90 days
• This month
• Last month
• This year
• Last year
• Anytime

This flexibility allows you to analyze performance trends and identify patterns in your team’s work.

Leaderboard For (Options)

LiveAgent offers leaderboards for tracking performance across various metrics:

• Levels - Track agent progression and advancement
• Badges - Monitor achievement-based recognition
• Worktime - See who’s putting in the most hours
• Sales - Track sales-related performance
• Answers - Monitor response volume and engagement
• Calls - Track call handling metrics
• Chat messages - Monitor chat activity and engagement
• Chats - Track chat session metrics
• Not ranked - View agents who are not currently ranked
• Rewards - See who’s earned the most rewards
• Negative reviews - Monitor customer satisfaction issues

Leaderboard Examples

Leaderboard for Levels - Track agent advancement and progression through different levels based on their performance and achievements.

Leaderboard for Badges - Display achievement-based recognition where agents earn badges for reaching specific milestones and accomplishments.

Leaderboard for Worktime - Monitor agent availability and time spent working, helping you understand workload distribution and availability patterns.

Motivate Your Team with Recognition

The most effective way to use benchmarks and leaderboards is to:

• Recognize Top Performers - Publicly acknowledge agents who rank highest on leaderboards
• Set Realistic Goals - Use benchmark data to establish achievable performance targets
• Provide Rewards - Offer incentives for reaching specific milestones or maintaining top rankings
• Celebrate Improvements - Recognize agents who show significant improvement over time
• Foster Healthy Competition - Create a positive competitive environment that motivates without creating stress