AWS Gamified Call Center

Challenges

1. Sprint Planning
   At the start of our project we were iterating using a waterfall method, where we did all the low fi designs, then high fi designs, then code, etc for the whole project. This was extremely slow as it took time to get approval to move on to the next step, which left the team feeling stagnant. To address this challenge we worked with our professor to re-examine how we do sprint planning to usher in agile planning. After this point, we broke down sprint items into de coupled tasks that could be worked on efficiently. And we focused on having new functionality and working code at the end of every sprint. 

2. Ethical Implications
   Understanding that some call agents may feel pressured by the use of our application in their workplace was something we were challenged to keep in mind as developed. We handled it by creating an ethics document.

Ethics

The key takeaways of how we are aiming to handle the challenge of our ethical implications is to only show the top 5 agents on the public central leaderboard, so people with lower rankings are not put on display. Additionally, the ranking on the leaderboard should reset after 90 days, so people with a lower ranking don't feel hopeless and instead feel empowered to rise in the ranks. This feature will also reduce the pressure the people in the top 5 feel to maintain their position for an overly-extended period, since they know the leaderboard will reset. Finally, we also want to ensure assigned breaks are not accounted for when retrieving metric data for the ranking. We want the employees to have assigned break times, with peace of mind, knowing their metrics aren't being tracked so they aren't tempted to increase their performances by overworking.

Metric Ranks

Amazon Connect tracks various metrics, but for our proof of concept, we focused on three key metrics to stay within scope constraints. Agents were ranked based on their performance in each metric to recognize and reward top performers for their hard work and expertise.

• Average Non-Talk Time: This metric reflects the quality of the agent's communication, demonstrating how effectively they engage with customers.

• Average Handle Time: This metric highlights the agent's efficiency, showcasing the volume of work they manage to complete.

• Average Active Time: This metric indicates the agent's level of engagement, illustrating their dedication and integrity in their work.

Trophies

Trophies are awarded by supervisors in two distinct ways. Firstly, they are given to affirm the progress and success an agent has been demonstrating, acknowledging how well they have been performing over time. This form of recognition serves as a motivational tool, encouraging agents to continue their hard work and dedication. Secondly, trophies are awarded through winning challenges, providing a competitive element that not only highlights individual achievements but also fosters a spirit of healthy competition and excellence among the agents.

Challenges

Challenges are created by the supervisor to provide a common goal that agents can work towards as a group. This group challenge fosters camaraderie and a sense of purpose, encouraging agents to collaborate and support each other in achieving the shared objective.

Streaks

Streaks represent the consecutive days an agent has achieved a specific metric goal set by the supervisor. The current streak indicates the number of consecutive days the goal has been met up to the current date, while the longest streak represents the maximum duration the goal has been consistently achieved.