The PlayVox platform offers several capabilities to support your incentive programs. These incentive capabilities are intended to support your quality and performance goals. But they can also be aligned with your other company incentive programs not managed on PlayVox.
Incentive and recognition applications include:
- Karma points. A point system designed to promote use of the platform capabilities and your recognition programs
- Karma Store. An online catalog managed on PlayVox that uses Karma point redemptions for catalog items.
- Recognition badges. A customized badge system that can be configured with Karma points and aligned with achievements against quality and performance goals.
- Gift card reward program. This program is administered through a 3rd party partner. It offers credits, separate from Karma points, that can be used to redeem gift cards from popular retail brands. To learn more, contact your PlayVox Account Executive.
This document describes the first three capabilities listed above.
Let's begin with Karma points
Karma points are accumulated by users based on activity on the platform and/or achievement against quality and performance programs. Karma points can be automatically awarded when triggers, or conditions, are met. Or they can be manually awarded by team leaders, managers, and even peer-to-peer by agents if you desire.
Karma points are awarded based on two types of factors:
- Based on activity on the PlayVox platform. E.g., posting comments on the community wall, completing a learning lesson, etc. These conditions are configurable by the platform administrator and are covered later in this document.
- Based on receiving recognition badges tied to achievement or being recognized for certain qualities like teamwork or leadership. The platform administrator also configures and creates the recognition badge system and applies karma point values to badges. More on configuring the badge system later in this document.
Let's configure Karma points for PlayVox platform activity
Click on the platform administrator gear in the upper right corner of the screen. Select Karma to configure Karma points for user activity on PlayVox.
On the Karma settings page you can configure the activities associated with Karma points, the number of Karma points, and you can manage Karma points accumulated by users.
Click on the blue General button. Select the Karma points section. Karma points can be awarded for two reasons: an activity on the community wall; and achieving a goal for quality, performance, coaching, or learning. Review the set of activities and achievements. Click on each line item to adjust the points awarded up or down.
Best practice is to align the weighting and number of Karma point awards with your highest priorities. As you initially roll out PlayVox, you might choose to award higher number of karma points to encourage user activity on the community wall and use of other features. Later, you can realign the Karma point weightings to quality, coaching, and performance achievement.
Remember to click on the green Save button at the bottom right corner of the screen when complete.
Set Karma point levels of attainment
You can also set levels of Karma point achievement for both activities and goal achievement. Click on Karma levels under the General setting.
These settings will determine automatic notification of users when they reach progressive levels of Karma points. You determine point thresholds for levels and the message sent out to users on the PlayVox platform. Click on each field to change the level threshold for Karma points and the message delivered to users.
Managing Karma points by user
From the Rankings page under Community, you can view a stack ranking of agents by total Karma points.
You can also view total Karma points for an individual by going to their profile page. One path is in the Rankings page, click on the user name.
Click on the Karma actions button for a detailed history of Karma points awarded to an agent.
You can also manually adjust Karma points. This feature is used in the event of an error in allotment or timing of a program launch or relaunch. Or if you have a program not managed on the PlayVox platform where you are using Karma points as the tracking tool.
Click on the blue Manage button for a historical report on karma point balances and changes. Click on the green '+' sign in the upper right corner of the screen to make an adjustment. Click the green Accept button to log the change.
Now, let's configure Recognition badges with Karma Points
Separate from Karma points awarded for activities on the PlayVox platform, you can create Recognition badges and assign Karma points to badges. Badges can be configured to be awarded by Team Leaders only or by agent-to-agent if desired. You create your library of customized badges.
Team leaders, even agents if you permit, can award badges by clicking on the Recognize heading in the Community wall post section.
Or by clicking on the Recognition icon on team leader quality and performance dashboard reports. Example below.
When presented to a user, badges appear in the community wall feed as public recognition and as a notification to the user through the PlayVox notification feature. Karma points associated with a badge are automatically assigned to the user and tracked by PlayVox.
Let's create a Recognition badge. In the process, we will assign Karma points to it. Click on the platform Administrator gear in the upper right corner of your screen.
Select Recognitions from the drop down menu. You will see a Recognitions settings page. Here you can see a library of custom badges created over time. A badge image, title, description (this shows up with the badge when it is posted), number of Karma points applied, restricted status (No means no restriction - agents can award the badge as well as team leaders), and manage (edit) or delete a badge.
To edit an existing badge, click on the blue Manage button. To create a new badge click on the green '+' button.
The Title and Description will display with the graphic badge on the community wall. Assign Karma point value. Restrict who can award the badge. Yes restricts use to team leader only. No permits team leaders and agents the ability to award the badge to another user, or employee.
Click on the Choose File button at the bottom to upload a badge image. Typically graphic images are searched and downloaded from the internet. You may have clip art files as a resource. Or often is the case that customers use existing corporate graphics associated with other incentive and award programs implemented across all employee operations.
Choose the file and click Open. Your new badge is complete and will now show up in the library presented to team leaders and agents. Be sure to click Save.
Congratulations! You're on your way to creating a library of recognition badges.
OK. Let's build out a Karma Store
Karma points can be accumulated by users and redeemed as credits against the purchase of incentive items from what we call the PlayVox Karma Store. This optional application provides the tools to build and maintain an online storefront, tracks redemption histories, and awards karma points for redemption. Separate from PlayVox, you manage inventory of store items and physical delivery of redeemed items.
This section reviews the user experience in the Karma Store and provides instructions for building and maintaining your Karma Store.
First, let's review the Karma Store components and redemption process
Users access the Karma Store through their Community page. The Karma Store consists of an online store with items that you add for redemption. Users can review products by Categories (left side of the screen shot below). They can scroll the page. Or they can search by product name.
Users select and redeem items against Karma point credits. An agent selects an item by clicking the Redeem button below the item.
At this point depending on how you configure your Karma Store (see below), one of two things occurs. The user does nothing more. A notification is sent to the Karma Store administrator that a redemption occurred. They review orders from a PlayVox dashboard, and they fulfill the order.
Or, if administrators prefer, they can add a user validation step for authentication. If this validation step is set by the administrator, an agent is asked to confirm the order.
And is presented with a product code. They provide this product code to the store administrator (PlayVox Administrator) who confirms the transaction using that code. PlayVox tracks and reports transaction history to Administrators and individual users.
The Administrator confirms redemptions first by clicking on Redeem history on the main Karma Store screen.
Then click on Confirm transaction on the the store manager dashboard.
The store administrator is then prompted to enter a product code. This is the code presented to the user at the start of the redemption process. The user provides this code to the administrator to initiate and complete the confirmation process. Click Next.
A confirmation screen with redemption details is presented. Click the Confirm transaction button bottom right.
The transaction will change from pending to Completed. Redemption histories are kept for all users. Administrators can view and manage redemption histories.
Now we can build out your Karma store.
Go to the platform administrator gear in the upper right corner of your screen. Click on Karma Store from the drop down menu:
Karma store settings has three options, general, categories or products. General is where an administrator can add a manual confirmation step when an agent redeems a product. The default is no manual validation step by agent. And an administrator can indicate who should be notified when a redemption order occurs.
Categories is a way of filing different product offerings within the online catalog. Users can also sort products by the categories that you create.
Create Categories by clicking on the blue Categories button and then click on the green '+' button.
Provide a name and description. Click the Add button to save. The category will show up in the drop down list of categories used to filter products. Add as many categories as you choose.
Next, Create products and assign them to different categories. Click on the Products button.
Provide a name, description, and assign a category. If a category does not exist, you can create a new category from this screen by clicking on Create a new category.
Continue down the page. In the Cost field, fill in the number of Karma points required to purchase this item. Provide a discount if applicable. Discounts can be applied to manage inventory by reducing the number of Karma points. Check the With stock box if you wish to display the number of items remaining in stock. And type in any Tags to be used a search keywords.
Last, click on Choose File to upload an image of the product. This will be displayed in the Karma store. Images are typically first downloaded from the internet and stored on your local file service. Then upload the file associated with this catalog item.
Click the green Save button when finished. The new items will show up in your administrator products screen under Karma store settings.
Continue the process of creating and adding products to your Karma store. You can manage the available products from this screen. Edit the entry, remove, or change the Status to Inactive.
Congratulations! Your Karma Store is live and available to users. Grow the store by adding products. Remember, PlayVox helps you administer the online store and redemption process. You will need to manage physical inventories and deliveries of redeemed products.
To learn more about these capabilities or the Gift Card Reward feature, contact your PlayVox Account Executive.