Objective

Freeze points and eligibility so agents can claim unlocked rewards.

Environment

  • You have Admin access to Engaging > Periods.
  • The period has ended in the company timezone.

Resolution

  1. Open Engaging > Periods and select the month or quarter to finalize.
  2. Check its award totals and resolve every pending KPI award suggestion by confirming or dismissing it.
  3. For a quarter, confirm all three monthly periods are finalized first. An open month does not contribute a frozen quarterly total.
  4. Select Finalize and confirm. The action freezes each agent’s total and eligibility, records unlocked reward thresholds, and starts the configured claim window.
    Important: Claim window begins now

    Finalization starts the configured claim window and freezes the totals used for eligibility.

  5. Review the finalized period and the claims that become available to eligible agents.

Finalization locks awards in that period. Reopening requires an Admin reason; approved or fulfilled claims prevent reopening, and a finalized quarter must be reopened before one of its months.