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Feature Specification: Agent Evaluation Module

1. Executive Summary​

The Agent Evaluation Module is a gamified performance management system designed to incentivize high-quality agent interactions through real-time feedback, competitive rankings, and achievement-based rewards. The system integrates directly with CubeJS measures to provide automated, data-driven performance tracking.

2. Functional Components​

2.1 Global Leaderboard System​

The leaderboard serves as the primary competitive interface, aggregating point totals across the agent population.

Leaderboard Specification

  • Ranking Logic: Agents are ranked based on totalPoints accumulated within a selected time window.
  • Temporal Filtering: Supports granular data views for Today, Yesterday, Current Week, Current Month, Current Year, and All-Time.
  • Visual Recognition: Features a "Top 3" podium visualization with custom icons (CrownOutlined for Rank 1, SafetyCertificateOutlined for Ranks 2-3).
  • Drill-down Capability: Each agent entry provides a deep link to the respective CRM user profile for detailed managerial review.

2.2 Agent Performance Dashboard​

A personalized analytics view for individual agents to track their professional growth and goal achievement.

Agent Dashboard Specification

  • KPI Tracking: Real-time progress visualization against active targets.
  • Streak Management: Tracks consecutive periods of target fulfillment to encourage consistent performance.
  • Achievement Timeline: An immutable log of earned badges and milestone completions.
  • Metric Visibility: High-level summaries of total points, current global rank, and goal completion percentages.

3. Configuration & Administration​

3.1 KPI Definition Engine​

Administrative interface for defining the metrics that drive the evaluation system.

KPI Configuration Specification

  • Data Source: Mapping to CubeJS measures (e.g., Calls.count, Tickets.closedCount).
  • Target Dynamics: Supports periodic target setting (Daily, Weekly, Monthly, etc.).
  • Lifecycle Management: Start and End date controls for seasonal performance campaigns.
  • Streak Logic: Configuration for "Streak Required" periods to earn loyalty bonuses.

3.2 Badge & Reward Logic​

Rules-based engine for awarding non-fungible achievements and points.

Badge Logic Specification

  • Conditional Triggering: Automated awarding based on specific KPI thresholds (e.g., Value >= Target).
  • Point Accumulation: Defined point values awarded upon badge attainment, contributing to global leaderboard status.
  • Temporal Validity: Support for time-limited badges to drive short-term performance spikes during high-volume periods.