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With every agent in your team starting to earn points, it's only fair that they are ranked at different levels based on their score. The more points they earn by resolving tickets and performing other tasks, the higher they climb up the ladder. For example, under default Arcade settings, a Beginner agent has to score 2500 points to reach the Intermediate level, and so on. 

The number of points to be achieved by the agent to move up a particular level can be set by the Admin.

Configuring Arcade levels
  • Login to your support portal. 
  • Go to Admin > Agent Productivity > Arcade.
  • Under the Points tab, you can set the desired points and bonus points for your agents.
    • Enter the points the agents get when the ticket gets resolved within an hour or on time.
    • You can award negative points to agents when their tickets get overdue.
  • Enter the values for bonus points you would like to award when an agent resolves the ticket at the first attempt, or received a positive rating.
    • You can also add negative points for every unhappy rating received by an agent.

Arcade Settings in Freshdesk

  • After you have entered all the values for the agent points, you can define your helpdesk's levels based on points. Enter the minimum number of points required by an agent to get to a particular level.
  • Click Save.

Skipping levels

It may not always seem fair to have an agent with considerable experience start off as a beginner. To avoid this, your agents can start off at different levels - i.e the support rockstars at Guru, the newbies at Beginner and so on. In fact, you can even bump your agents up a few levels. For example, if one of your star agents has been going the extra mile consistently, you can manually change their level to a higher one for doing such a great job.

Here's how you can do it:
  • Login to your support portal.
  • Go to Admin > Team > Agents. 
  • Look up the agent who you want to promote and click Pencil icon next to their name to edit their profile.
  • Change the Level by choosing an option from the dropdown list.
  • Click on the Save button to save your changes.

Changing the Arcade level in Agent's profile.

Now your agent has been bumped up to the level assigned by you.