Rewards & Badges

What are Rewards & Badges?

Badges create a fun and engaging workplace. With badges, the productivity in the office naturally increases. People love collecting and holding onto rewarding badges and try to shake off the negative ones as soon as possible. Rewards and Badges are a part of the Gamification functionality.

Helpdesk managers have a simple and quick way to see who is producing the best results, responding to the most customers, selling the most products vs. who is slacking off with long periods of inactivity.

Examples of Badges

Types of Default Badges (You Can Customize Each Badge)

LiveAgent provides a comprehensive set of default badges that recognize different types of agent performance:

• Traffic Controller — You are transferring most tickets. (Evaluated each day and assigned to the agent who transferred the most tickets in the last 7 days.)

• Siesta — Your pause time is the longest of all. You really enjoy your siesta. (Evaluated each day and assigned to the agent who spent the most time paused in the last 7 days.)

• Rebel without a cause — You have the most negative ratings. Reconsider your answers. (Evaluated each day and assigned to the agent that received the most rebukes in the last 7 days.)

• Inspector — You read your tickets thoroughly. Your average ticket view time is the longest of all. (Evaluated each day and assigned to the agent whose average time of having tickets open was longest from the previous day.)

• Speedy Gonzales — Your reactions to the ringing chats are the fastest among all. (Evaluated each day and assigned to the agent whose average response time to the ringing chats was fastest in the day before.)

• Rewarded — You are the most rewarded agent. Customers love you. (Evaluated each day and assigned to the agent who received the most rewards in the last 7 days.)

• Coffee — You take the most breaks. (Evaluated each day and assigned to the agent who was paused the most times in the last 7 days.)

• Novelist — You wrote the longest reply of yesterday. (Evaluated each day and assigned to the agent who wrote the longest reply the day before.)

• Tagger — You have tagged most tickets. (Evaluated each day and assigned to the agent who tagged the most tickets in the last 7 days.)

• Quatrefoil — This Quatrefoil badge appears very rarely and will bring you luck. While having this badge, customers will ask you only easy questions. (Evaluated randomly and assigned randomly to one of the online agents.)

• Express — You open and close tickets with express speed. Your average ticket view time is shortest of all. (Evaluated each day and assigned to the agent whose average time of having tickets open was shortest in the day before.)

• Hardworker — Take a break. You’ve spent most time online. (Evaluated each day and assigned to the agent who was online most of the time in the last 7 days.)

• Chatty — You made the longest chat yesterday. (Evaluated each day and assigned to the agent who had a chat with the most messages in the day before.)

• Cleaner — You are resolving/deleting most tickets of all. (Evaluated each day and assigned to the agent who resolved or closed most tickets in the last 7 days.)

• Talkative — You made the longest call yesterday. (Evaluated each day and assigned to the agent who made the longest call the day before.)

Badges Leaderboard

Agents can see each other’s badges and compete with each other. The leaderboard provides a transparent view of who has earned which badges, fostering healthy competition and motivation across your team.

Why Gamification Matters

In today’s competitive customer service landscape, keeping your team motivated and engaged is crucial. Gamification through rewards and badges:

• Increases Productivity — Agents naturally work harder when they know their performance is being recognized and compared fairly with their peers.

• Boosts Morale — Fun badges and recognition make the workplace more enjoyable and reduce burnout.

• Fosters Healthy Competition — Leaderboards encourage agents to improve their performance without creating a toxic environment.

• Improves Customer Satisfaction — When agents are motivated, they provide better customer service, leading to higher satisfaction scores.

• Enhances Retention — Employees who feel recognized and valued are more likely to stay with your company.

• Provides Clear Performance Metrics — Managers can quickly identify top performers and those who need additional support or training.