Gamification features
Gamification in customer service boosts agent engagement, productivity, and collaboration through rewards, badges, levels, and leaderboards. LiveAgent's custome...
8 min read
Gamification
Agent Engagement
+1
What are Levels?
LiveAgent’s gamification offers 12 permanent levels for agents, fostering competition and motivation. Levels, modifiable by admins, enhance teamwork and productivity. Start a free trial to explore its benefits in customer support.
To make it easier for new Agents to determine the skill of other Agents and also to have a fun title, we added ’levels" to Agent names. Now you can easily spot the achieved Dragon Slayer of customer support!
Levels are a part of the Gamification functionality and can motivate your Agents to go the extra mile and compete with each other.
How Levels Work
There are 12 predefined levels, running from Novice through Apprentice to Professional and Wizard, up to the King of Customer support. Levels are earned and permanent, you cannot lose them for inactivity.
Example
If agents answer more than 500 Tickets, they achieve the Professional Level (shown in their status) with a motivation message: “You are a Pro now. Your answers are precise and to the point. Customers shiver with expectation waiting for your answers. Answer 500 tickets or make 500 chats to reach this level.”
Levels can be modified by the Administrator, who can set their parameters.
List of Possible Level Conditions (You Can Use)
Administrators can create custom level conditions using:
Mathematical operators:
- Addition (+)
- Subtraction (-)
- Division (/)
- Multiplication (*)
Logical operators:
- OR (||)
- AND (&&)
Parenthesis for grouping conditions
Available variables:
$worktime- Work Time$answers- Answers$answers_ph- Answers per hour$chats- Chats$chats_ph- Chats per hour$missed_chats- Missed chats$chat_answers- Messages$chat_answers_ph- Messages per hour$calls- Calls$calls_ph- Calls per hour$call_seconds- Call minutes$call_seconds_ph- Call minutes per hour$missed_calls- Missed calls$rewards- Rewards$rewards_p- Rewards %$punishments- Rebukes$punishments_p- Rebukes %$not_ranked- Not ranked$not_ranked_p- Not ranked %
List of Predefined Levels
LiveAgent comes with 12 predefined levels that agents can achieve:
- Novice (1) – You are new to the system and ready to make your first steps.
- Apprentice (2) – You already answered a couple of tickets, but your learning has just begun.
- Trainee (3) – You are learning well. Keep up the good work and you will be great one day.
- Beginner (4) – You have finished your learning phase. Now it is time to show what you can do.
- Amateur (5) – It seems that you know your work. Keep improving.
- Professional (6) – You are a Pro now. Your answers are precise and to the point. Customers shiver with expectation waiting for your answers.
- Master (7) – You have earned respect. Your colleagues look up to you. Help them become as good as you are.
- Wizard (8) – Your skills are slowly getting beyond this world. Some of your answers are magical.
- Mage (9) – You answer Tickets by the touch of your mind. Your magic has grown to the highest level possible.
- White Mage (10) – You have proved your magic skills. Now you are allowed to wear the white hat.
- Regent (11) – You rule this system. Tickets come and go under your command.
- King (12) – You are the King. Now it is time to hold this position and protect it so that no one can dethrone you.
Levels Leaderboard
Agents can see each other’s Levels and compete against each other. The leaderboard provides visibility into team performance and encourages healthy competition.
Create Healthy Competitions Amongst Teams
Create company-wide competitions and get all departments involved! See who’s the leader in the number of tickets resolved, and more. Try it today for free.
With LiveAgent’s levels system, you can:
- Motivate your team - Agents strive to reach higher levels and earn recognition
- Foster healthy competition - Team members compete to achieve better performance metrics
- Improve productivity - The gamification aspect encourages agents to work more efficiently
- Enhance teamwork - Visible achievements inspire colleagues to support each other
- Track progress - Administrators can monitor agent development through level achievements
