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.
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.
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.
and following variables:
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Agents can see each other’s Levels and compete against each other.
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