How to create and manage badges (BETA)
Note: This feature is currently in BETA.
Badges are a great way to recognise agents who have gone the extra mile, without impacting the overall evaluation result or requiring a change to your scorecard. Once created, badges can be awarded by any user with permission to evaluate.
Before you start
You need the Manage Quality Settings permission to create, edit, and delete badges.
Getting there
Go to Settings > Quality Settings > click the Badges tab
From this page, you can create a new badge and manage existing badges.
Creating a new badge
Step 1: Click the Create new badge button.
Step 2: Complete the form. All fields are mandatory.
Badge Name: Must be unique for each badge. This appears in tooltips across the platform, so keep it short (for example, "Gold Star").
Badge Description: Include a description of the badge and why it would be awarded. For example: "The Gold Star is reserved exclusively for exceptional displays of customer service." The description is visible to all users, so make it easy for everyone to understand.
Image: Select one of the pre-built badges, or upload your own. Images must be .png, .jpeg, or .gif format with a maximum file size of 100KB. For non-square images, we strongly recommend using an image editing tool to finalise your badge before uploading it.
Activate Badge: Select "No" to save the badge for later, or "Yes" to make it immediately available for evaluators to award.
Rules (optional): Rules give you control over what the evaluation result or outcome must be for that specific badge to be awarded. For example, you may want to create a badge that can only be awarded when the quality score equals 100%.
Step 3: Click the Create button.
Step 4: Once created, the badge appears in your list. From here you can edit or delete it.
Step 5: Make sure your new badge is set to Active to start using it in evaluations.
Editing a badge
Over time you may want to update a badge with a new design, a change in description, or different rules.
Click the menu icon next to the badge you want to edit
Click Edit
Update any settings in the form that appears
Click Update badge
Important notes about editing
Updates to the badge name, description, and image are applied globally. This means previously awarded badges will also display the latest image, name, or description.
When you deactivate a badge, it can no longer be awarded. However, deactivated badges remain visible in reports and on evaluation/agent profiles. If you want to remove all references to a badge, use the Delete option instead.
Changes to rules only apply going forward, not retrospectively. If you need to remove a badge from a specific evaluation, you must do so manually.
Deleting a badge
Warning: Deleting a badge also deletes all associated data. Our support team cannot retrieve this data once it has been deleted. We recommend deleting badges only when absolutely necessary.
Click the menu icon next to the badge you want to delete
Select Delete
Click the Delete all data button to confirm
If you change your mind, close the modal by clicking the X in the top right of the window.