Every ticket that an agent handles/resolves can help him/her gain points. The number of points to be awarded to agents can be set by the Admin under Admin > Service Desk Productivity > Arcade > Arcade Settings.
The agent will receive 4 trophies based on different criteria.
Most Valuable Player - Agent with maximum Overall points this month
Customer Wow Champion - Agent with maximum Customer Satisfaction points this month
Sharpshooter - Agent with maximum First Call Resolution points this month
Speed Racer - Agent with maximum Fast Resolution points this month
For more information, visit the article below: