Features - NGNInsights

Features

What Makes it so Great

The Performance Scorecard is the foundation of NGNInsights. The Scorecard represents the business goals for the Contact Center on a micro & macro-level.

Each icon is a KPI that comes from all your contact center systems unified in our patented Visual Technology. Benchmark KPIs to instantly analyze performance.

The Agent Performance Hub

The NGNInsights Bar gives the agent the ability to always have visibility on what they are accomplishing, their gamification, and the status of all an agent’s KPIs with its corresponding benchmark.

Upon clicking on any of these, agents can instantly gather more insights on everything they need in the Performance Hub.

NGNInsights Gamification

Maintain high performance and engagement through gamification by making everyday work a more fulfilling experience – boosting motivation, morale, performance, and productivity. Agents build habits of high performance as they are continually rewarded

Leaderboard

See the highest performing agent for each KPI or accumulative gamification awards, allowing an easy understanding of which agents perform best in a certain area.

The Leader board promotes team growth and overall team motivation by creating an environment of positive competition for excellence.

Awards

Want to create a company-wide award with your company logo?

Awards allow management to personally recognize agents for a job well done. These awards allow agents to see that their work does not go unnoticed.

Achievements

Streak Achievements – celebrating agents when they continually do something correctly and repeatedly. Streak Achievements are triggered based on the agent’s actions.

Mile Stone Achievement – recognize agents that reach new high levels of performance!

Points

The Point system is directly attached to Key Performance Indicators and automatically gives agents points as they meet expectations.

The most important Key Performance Indicators can be weighed to automatically give out more points to reinforce performance on the most vital KPI’s.

Coins

Each Achievement is attached to a number of coins the agent is awarded. These coins can be saved up and used by agents in the NGNInsights Store.

Combining coins with the store, agent performance is reinforced to show the connection between their performance and the rewards they receive.