In order for the gamification to be useful, the system needs to give users instant feedback on what they're doing. In using the system, many of our agents didn't understand when they get points, how many points they get for things, etc... I'd recommend that any time the user does something that gets them points, the system tells them, and any time they're about to lose points, the system tells them, etc...
If the user doesn't understand the rules of the game, it's hard to get them to play it and instant feedback goes a long way here.
