Objective

Generate and review monthly award candidates from KPI scorecard results, then confirm appropriate awards or dismiss them.

Environment

  • Engaging is active, and you have access to Awards with Agent Scorecard permission for the people in your scope.
  • An administrator has configured active activities for the supported KPI suggestion types: monthly CSAT improvement, top solved tickets, or top team CSAT.
  • The latest ended month began after the program start date and is still open. Suggestions are generated only after a month ends.

Resolution

  1. Open Engaging > Awards, then select Award Suggestions.
  2. Select Generate latest ended month. The tool evaluates KPI scorecard results for the latest eligible open month and the preceding month. Generation may return no candidates when no configured activity has matching KPI results.
  3. Review the evidence on each candidate card. Monthly CSAT improvement compares an agent’s current and previous month percentages when each month has at least five ratings and the increase is greater than seven percentage points. Top solved tickets lists up to three agents with solved tickets, with rank-based points. Top team CSAT uses the team with the highest CSAT among teams with at least five ratings; agents on that team receive candidates for the configured activity.
    Award Suggestions lists each candidate with its KPI evidence, suggested points, and separate Confirm award and Dismiss actions. Agent names are anonymized. Select the image to inspect it at full size.
  4. Check the activity and evidence against the period you intended to review. The current workflow uses KPI scorecard data and configured activity rules; it does not use a generative AI model. Suggestions do not award points by themselves.
  5. Adjust the point value if needed, keeping it within the activity’s allowed range. Select Confirm award to record the award on the last day of the month, or select Dismiss to remove the candidate without awarding points.
    Note: Review before confirming

    Confirming records a real award that appears in the agent’s award history. Dismissing a suggestion does not award points.

  6. Resolve every pending suggestion for the month before finalizing it. For the period workflow, see How To Finalize A Rewards Period.
    Important: Pending suggestions block finalization

    Resolve every suggestion for the month by confirming or dismissing it before an administrator finalizes that period.

For the setup of suggestion-enabled activities, see How To Set Up Points And Rewards. To enter a manager-awarded activity directly, see How To Award Points.