Configure Game Goals
Updated
Use the Goal Configuration tab to define how agent performance is measured and rewarded.
Steps to Add a Goal
1. Select the Goal Configuration tab.
2. Enter a Goal Name (for example, Avg. Handling Time Goal).
3. Select the metric type and configure achievement settings.
4. Set the Target Value,Points System, and Color Configuration.
Note: To add more goals, select + Add Goal at the top-right of the Goal Configuration section and repeat the steps above for each goal.
Select a Metric Type
In the Achievement Configuration section, select a metric type:
Field | Description |
User Performance Metric | Pre-built metrics automatically fetched from Sprinklr Reporting. UPMs use the Agent Dimension a reporting attribute that links data to specific agents. Examples include Average Handle Time (AHT), First Response Time (FRT), CSAT Score, Calls Handled, and Tickets Resolved. Select an existing metric from the list or search by name. |
Count
| Manually configured metrics that count the number of records for a selected entity with applied filters. Select an entity (for example, Case, Interaction, Customer, Meeting), apply filters (date, attribute, or custom), and set permission controls (Owner, Field-level, or Custom). |
User Performance Metric (UPM)
A UPM is a metric that is automatically fetched from Sprinklr Reporting and used to measure agent performance. These metrics rely on the Agent Dimension in Reporting. UPMs require no manual entity setup because they pull standardized performance indicators.
Examples:
Average Handle Time (AHT)
First Response Time (FRT)
CAST Score
Calls Handled
Tickets Resolved
Count Metric
A Count Metric is a manually created metric that counts records or unique values within an entity. These metrics provide full flexibility in configuration and are ideal for custom KPIs that Reporting does not provide natively.
Count Metrics allow you to define:
Entity (Case, Interaction, Customer, Meeting, so on)
Date Filters
Other Filters
Permissions (Owner, Field, Custom)
Set the Goal Objectives
After selecting a metric, set the Goal Objective to define how the system interprets performance:
Field | Description |
Higher the better | Select when high values represent success (for example, Interactions Logged, Cases Closed). |
Lower the better | Select when lower values represent efficiency (for example, AHT, Response Time). |
Set the Target Value
In the Target Configuration section, enter a Target Value. This is the performance level required for a player to fully achieve the goal.
SelectDivide target into milestones if you want to break the target into smaller, trackable checkpoints. Turn on the toggle to enable milestones.
Note: Milestones break long-term goals into smaller checkpoints, providing reference points that improve participant clarity and motivation.
Set up the Point System
In the Points System section, select a Point Type to define how agents are rewarded:
Field | Description |
Points only on goal completion | The system awards points only when the agent reaches 100% of the target. |
Points based on % of goal completion | The system awards points based on the agent's percentage of achievement. Set achievement ranges and the corresponding points for each range. |
Configure Color Indicators
In the Color Configuration section, set achievement ranges and assign a progress bar color to each range:
In the Achievement Ranges dropdown, select the number of ranges to configure (default is 3).
For each range, enter the From Achievement and To Achievement percentage values.
Select a Progress Color for each range.
Field | Description |
0-60% | Red: Low performance |
60-80% | Yellow: Moderate Performace |
80-100% | Green: High performance |
Note: You can configure up to 10 color states per goal.
Review the Drilldown
Note: Sprinklr automatically generates a drilldown view for the selected metric. The drilldown shows the individual records that contribute to the metric calculation. No additional configuration is required.