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 > Helpdesk 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:
https://support.freshservice.com/support/solutions/articles/183566-improving-it-performance-using-freshservice-arcade
To create custom quests, please navigate to Admin -> Arcade -> Quests and choose to either edit the default quests or add new ones of your choice.
You can override the system and manually set the level of the agent under Admin --> Agents --> Edit (next to the agent's name) and set the level manually.
The leaderboard is a back-end operation and, as such, takes a while to be updated. There will be a delay in updating points, based on the queue.
You can rest assured that the points will definitely be updated soon. If the delay is too long, please send an email to support@freshservice.com.
As of now, agents won't receive a notification on completion of a quest. However, they could always navigate to their agent profile and view the badges they've earned over time.
