#### Gamification

Gamification is the concept of applying game mechanics and game design techniques to engage and motivate people to achieve their goals. You can make certain quest by introducing criteria with the reward points. In order to use gamification the module should be enabled by the admin from the settings.

Path: Settings / System Section /Module/Gamification (status should be enabled)

Here the admin can set the award points, bonus points and staff levels from the giving settings.

Award points: The award points for the staff members can be set from here.

Fast reply (< 10 min): If the reply is given to the customers in less than 10 minutes then the points for the staff member by the admin is to be mentioned here.

Reply within SLA time: If the reply is given to the customer within the SLA time then the points are to be mentioned here.

Overdue ticket reply: If the reply is given to the ticket after the overdue time by the staff member then the points needs to be mentioned here.

Bonus points: The bonus points for the staff members can be set from here.

Happy customer (> 3 star): If there are more than 3 stars that are given to the staff members by the customer then the bonus points for such staff members can be set from here.

Unhappy customer (< 3 star): If there are less than 3 stars that are given to the staff members by the customers then the points for such customers can be set from here.

Self help article: Based on the self help articles that are submitted by the staff members the bonus points will be mentioned.

Note: Based on the note that is submitted by the staff member the bonus points will be mentioned.

Comment: Based on the comment that is submitted by the staff member the bonus points will be mentioned.

Staff levels: There can be different levels that can be set for the staff members and based on this there can be points that are given to the specific staff members.

There can be different staff levels that can be set and based on this the points are given to the staff members. Different level consists of pawn, knight, bishop, rook, queen and king.