With every agent in your team starting to earn points, it's only fair that they are ranked at different levels based on their score. The more points they earn by resolving tickets and performing other tasks, the higher they climb up the ladder. For example, by the default Arcade settings, a Beginner agent has to score 2500 points to reach the Intermediate level, and so on. 

The number of points to be achieved by the agent to move up a particular level can be set by the Admin.

Quick Guide to configuring Arcade Levels:

  • Login to your support portal. 
  • Go to Admin > Helpdesk Productivity > Arcade. 
  • Under the Points tab, you can set the desired points and bonus points for your agents.
    • Enter the points the agents get when the ticket gets resolved within an hour or on time.
    • You can award negative points to agents when their tickets get overdue.
  • Enter the values for bonus points you would like to award when an agent resolves the ticket in the first call or wins a happy customer.
    • You can also add negative points for every unhappy customer of an agent.
  • After you have entered all the values for the agent points, you can demarcate each level in your help desk based on the number of points. Enter the minimum number of points every agent should achieve to reach a particular level in the corresponding boxes.
  • Click on Save.

Skipping levels

It may not always seem fair to have an agent with considerable experience, start off as a beginner. To avoid this, your agents can start off at different levels i.e the support rockstars at Guru, the newbies at Beginner and so on. In fact, you can even bump your agents up a few levels. For example, if one of your star agents has been going the extra mile consistently, you can manually change their level to a higher one for doing such a great job.

Here's how you can do it:

  • Login to your support portal.
  • Go to Admin >  General Settings > Agents. 
  • Look up the agent who you want to bump up and click the Edit that appears at the end of his row.

  • Click on the Save button to save your changes.
Now your agent has been bumped up to the level assigned by you.