Leaderboard Filters

Just wondering if there is any traction on either of these ideas.

1. Ability to filter the leaderboard on the dashboard
2. definitions for the leaderboard categories. I.E what is “Wizard”?

Hello @mskotko great idea! I would like to see more movement and ability to filter on leaderboard as well. 

On your separate question I am sure you found the answer as this was quite some time ago.. but a Wizard - Agent with the highest First Call Resolution points this month. 

If you go to leaderboard, you should see each trophy and definition.

Cheers,

Bryce

Hello @mskotko - Thank you for sharing your idea here with us! I see @BryceK has shared a similar idea - I will merge them so that the votes count! We have a minimum threshold of 15 votes as mentioned in our FAQs section - so every vote counts :)! 

May I also request our community members to please check if the idea already exists or if in part it does so that we can merge all duplicates and build a stronger vote and use case to move to the review cycle!

As always if you need any other help or queries - please tag or dm me!

I would like to also add in the idea to include the ability to filter ticket types by allowing an admin to determine if certain types of tickets are worthy of being affected by the leaderboard.

For example, our help desk can often recieve tickets that take minimal effort, sometimes just as much as labelling said ticket and moving on. These tickets are getting “farmed” by the more competitive staff putting the staff members who are working on things that take longer.

Or even the idea of more control over how many points are rewarded for what. Not every ticket takes less than an hour to complete. And the ones that are more difficult that are completed faster should be rewarded as such.

I thought about a solution on our end as a customer, by utilizing the ticket automator to use conditions that specify by ticket category, and saw the ability to parse json which could possibly use REST API to alter the points value for that ticket user or program it in a way that it removes the points that were added if its a ticket that is not “point worthy” but that would be a huge task for such a small piece when the leaderboard settings section already exists and could be developed to include more settings.